Your agents have reported that they are experiencing freezes in the FMB or Smartstation when you are performing tasks like the following:
- Changing a parked incident from open to closed
- Saving a note
If your agents are experiencing freezes in the FMB or Smartstation application when they try to perform the task listed above. Please open a Volt Delta UK Support ticket and include the following information for the agent experiencing this issue:
- The user names of the agents
- The agent's workstation logs.
If a large number of agents are experiencing the same issue then provide the above details for one or two of the agents.
For Support Agents Only:
When agents are performing actions like changing a parked incident from open to closed or saving a note in the FMB or Smartstation, the customer is performing these actions on Oasis Management Portal through a window provided by the FMB or Smartstation application.
In general, if these actions are causing the FMB or Smartstation to freeze, this is most likely caused by a high load on the database causing the request to fail or get stuck waiting for a response. To check if the database servers are experiencing high load or performance issues, please follow the instructions in the Checking the Database Load on the CIS Servers article.
Note: It is possible for this behaviour to be intermittent because actions performed in the Oasis Management Portal are load-balanced between the databases on the CIS servers in the Acton and Slough datacenters. So it is possible that only one of the databases is having this issue.
If one or both of the CIS Database servers is experiencing high load, please open a SaaS Incident as described in the Volt Delta UK Routing Table and provide all of the details of your investigation.