Troubleshooting frequent agent disconnections takes a bit of time and lots of patience to accurately diagnose. This article discusses one such contributing factor, 100% Disk Utilization on Windows OS based machines.
First, review the Technical Requirements for Contact Center article.
For agents who are remote/WFH, review the Work from Home: Best Practices and Technical Requirements article.
Task Manager
- Press 'Ctrl + Shift + Esc' to open Task Manager
- If not already in detailed view, click 'More Details'
- Navigate to the Processes tab
- Sort the list by the Disk column to see which processes are using the most disk resources.
Resource Monitor
- Press 'Win + R' to open the Run dialog
- Type 'resmon' and press Enter to open the Resource Monitor
- Click on the 'Disk' tab
- Under 'Disc Activity', sort the processses by the "Total B/sec" column to see which processes are causing the most disk activity
Event Viewer
- Press 'Win + R' to open the Run dialog
- Type 'eventvwr' and press Enter to open the Event Viewer
- Navigate to 'Windows Logs > System' to see if there are any critical or error events related to disk usage or application crashes
- Also, review 'Windows Logs > Application' for any application-specific errors
Disable Unnecessary Startup Programs
- Press 'Ctrl + Shift + Esc' to open Task Manager
- Navigate to the 'Startup' tab
- Disable any unnecessary programs from loading at startup by right clicking and selecting 'Disable'
- Note, only experienced users should modify these
Check for Malware, Viruses and Browser Hijacking
Run a thorough/deep scan of your system using best-in-class anti-virus / anti-malware software to ensure that no malware, viruses, or browser hijacking are contributing to the high disk load.
Keep the system updated!
Use Windows Update to ensure you have the latest version of Windows installed and any applicable drivers are also up-to-date.
Ensure your browser is up-to-date
Ensure your anti-virus/malware definitions are up-to-date
Ensure any applicable firmware is up-to-date, including network routers, firewalls, switches, etc.
Keep the system clean!
Routinely delete browser cache and cookies
Routinely delete other system temporary files
You may also want to review this article regarding Google Chrome
6 Possible Fixes for Google Chrome Browser 100% Disk Usage
If none of these steps resolve the issue, consider upgrading your hardware. You may also consider performing a "clean install" of Windows to eliminate any underlying software issues.