An agent losing connection to Ytel's Data Center typically happens due to one or more of the following reasons:
- Unstable/poor network connection (in office)
- Overloaded workstation
- Unstable/poor internet connection (home or office)
- Using Wi-Fi (home or office)
Suggestions for troubleshooting:
1. Verify the workstation meets the Ytel technical requirements, located here: Technical Requirements for Contact Center
2. On a Windows machine, open Task Manager and review Disk Usage: Agent Disconnections due to 100% Disk Usage
3. Verify the CPU usage is not spiking or hovering around 100% usage. This would indicate CPU overload and can produce system lock ups as well as system disconnects.
4. Verify the RAM usage is not maxed at 100% with Ytel running.
5. Close/disable any unnecessary programs/applications from running
6. If using wi-fi is the only option, configure your device as priority 1 within the firewall/router. WFH agents should contact their ISP for assistance. (*note: Wi-Fi is not a supported connection type for Ytel and may produce undesired results.)