Request: The client has reached out to us with their concern regarding the latency/slowness issue in Kapture.
Verification/checklist
General Checks:
- We must check if the issue is occurring with all the agents or an individual agent.
- We must also check if the issue is occurring with all the clients or a specific client.
- When the issue is for all the clients we must immediately raise the issue with the tech team.
When the issue is with a specific client:
- If the issue is for a specific client, we must check for the exact issue whether it is with the chats, unable to dispose tickets, emails not getting delivered, Social Media tickets not getting generated,
- We must ensure that the browser version is updated to the latest version.
- We must gather the relevant information from the client regarding the issue faced.
- Anydesk access can be requested to perform basic troubleshooting: Clear Cache, Hard reload & Clear site data, Try a different network, and check if the issue persists.
If the issue persists after performing the basic troubleshooting, we can go ahead and inform the technical team immediately.
Action:
- Complete the Verification and basic troubleshooting.
POC to highlight the issue:
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Soujanya
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Priyanshu
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+91 9035973409
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Rajesh
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+91 9008418139
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Vikas
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+91 9916961340
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