Losing visitors in LiveResponse App

[Roger Clark]

Originally Posted by wpcomp

Ok, that is our primary concern right now. The dropped chats are annoying our customers.

Thanks.

Apparently a similar bug was fixed in the most recent CVS build of SupportSuite; it's most likely the one you're talking about.

[wpcomp]

I'm already running v3.10.00 CVS, so I'd say that has not been fixed or not the same issue.

Originally Posted by Roger Clark

Apparently a similar bug was fixed in the most recent CVS build of SupportSuite; it's most likely the one you're talking about.

[Doug I.]

It is true that the initial SupportSuite did not round-robin the calls to the operators. In my opinion, that was a bug. If you are a very small one or two person call center, then you might have liked the fact that both operators were notified simultaneously due to this unintentional design. But that doesn't make this a worthy feature that I think Kayako should waste their development time in adding back.
After all, why would you want two operators fighting to see who clicks on the pending chat first? Only one could respond to the chat anyway and the other operators would be left wondering why their chat has initiated yet?


The real problem Kayako has had with their round-robin is that they don't do a good job with the round-robin. Although Ryan is suggesting that the round-robin works in a manner that I have never seen SupportSuite do. If it has been fixed, then that would be great.

I'm referring to the fact that in the past, if the next operator received notification of a live chat session, the pending chat ended on that operator's pc. If that operator did nothing to answer the pending chat, the end user would wait indefinitely with no other operators ever being notified. SupportSuite would fail to move the pending chat session to another operator after xx seconds have passed. This is a real problem when the operator goes to lunch or a bathroom break and forgets to logout.

I hope Ryan's comments means that a major improvement was done with respect to how round-robin works in the latest release. If so, you get the best of all scenarios... especially if you can set the timeout period that determines when to move the pending chat to the next operator. If you can control the timeout period, you could easily set it to 5 seconds and LiveSupport would bounce the chat around relatively quickly until one operator was available to answer the chat.

Doug

[nimitz1061]

I'm not sure if round robin is a bug, or polling is a bug in this case, but either is a bug if they're resulting in dropped chats so frequently that visitors acquire the impression that my techs are attempting to avoid them.

David

[Ryan Lederman]

Originally Posted by wpcomp

I'm already running v3.10.00 CVS, so I'd say that has not been fixed or not the same issue.

The CVS build is updated nightly. You should probably upgrade again just in case you downloaded it before the last time it was built.

[wpcomp]

Any update status on this? I have not yet seen an update to the last stable release.

Originally Posted by wpcomp

Thank you Roger.

I'm assuming the web end guys would be responsible for the dropped chats too?

-Vic

[Ryan Lederman]

Originally Posted by wpcomp

Any update status on this? I have not yet seen an update to the last stable release.

Are you already running the 3.10.02 STABLE build?

[wpcomp]

Yep. Using v3.10.02 and our livechat visitors complain that after about 5-10 mins in chat, that our agents initial greeting repeats itself and our agents get the message that the client is not responding.

This NEEDS TO GET FIXED. Its costing us business.

We also tried the Live Support WinApp update to the x.21 version - no help.

However, the WinApp x.21 version did solve the Resource issue described in A required resource was . (OK)

Originally Posted by Ryan Lederman

Are you already running the 3.10.02 STABLE build?

[richardh9999]

We are having very similar problems.

We have had Kayako do our istallation and our upgrades to the very latest version and we have updated our Winapps but we doing even seem to be able to communicate with our clients at all !. They get the chat screen come up but they never see us responding at all. There seems to be a failure in the link between the Client an the Agent and it is costing us business BIG TIME too !

I have written to Kayako about it but they don't seem to respond with any solutions.

[Ryan Lederman]

Those of you who are experiencing this problem need to open support tickets at our help desk, so that we may get it all sorted out for you.

If you have already opened a support ticket, please list their ticket IDs so that I can bring it to the attention of the proper people.