Chat Instability - Agent Switching automatically - Chat service built using https://api.zopim.com/web-sdk
We provide our customers a Chatbot interface from within that we use https://api.zopim.com/web-sdk to connect to Zendesk Chat to provide Human Agent chat when needed.
What we have seen recently is that visitor after getting connected to an agent, are put back into queue after sometime by Zendesk. Upon going to 0 position, visitor gets connected to same or different agent. This happens without user refreshing the page or without any internet issues.
We could monitor this by watching Zendesk event logs within https://api.zopim.com/web-sdk integration on our side where we see sequeue of events being something like:
Connecting
Connected
Queue Position:2
Queue Position:1
Queue Position:0
member joined (agent)
exchange of messages..
Connecting
Connected
Queue Position: 2 (or something)
..
Queue Position: 0
member joined (Agent --same or different)
This is impacting the user experience in a really bad way.
Has anyone else seen this issue and has solution/recommendations?
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Hi Ashish! It's difficult to say exactly what may be causing this issue, as it could be a network disconnection, a timeout disconnect, something within the code implementation, among other possibilities. What I would recommend doing is having the affected customers reach out directly to our Advocacy team so that they can look into the logs to determine what may be causing these problems.
If the issue is related to a disconnect, have you utilized the reconnect method so that the user is not put back into the queue?
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