Scenario:
An agent is on an active call, yet the Admin Dashboard reflects a "Paused" status.
Root Cause:
While on an active call, the agent's workstation, was unable to maintain a constant connection to Ytel's datacenters.
The instability was enough to interrupt the connection between the Agent interface and the Admin dashboard. It was not enough to disconnect the call.
Solution:
Review the agent's workstation to determine the cause.
We've listed some common culprits below:
Does their workstation meet our Technical Requirements for Contact Center?
Lost Connection with Ytel Data Center error message
Frequent Agent Disconnections due to 100% Disk Usage
6 Possible Fixes for Google Chrome Browser 100% Disk Usage