The Websocket protocol is the real-time message exchange protocol by default for agent panel.
This major change protocol aims to :
- Reduce the message exchange latency
- Detect disconnections immediately (this detection currently occurs between 30 seconds and 2 minutes)
- As a bonus, lower the network bandwidth by reducing the number of requests
Immediately detect disconnections will allow the following functional advantages :
- Reconnect the user immediately after a disconnection, which will improve the recovery time and avoid sending messages never received
- Knowing the presence of agents in real time to the nearest second, thus avoiding a visitor to commit a conversation while agents are no longer present
- Specifically inform the visitor about the speaker’s connectivity
Nevertheless, Websocket is a standard that requires some technical prerequisites
- The agent must use a recent browser: here is a list of compatible browsers> http://caniuse.com/#search=websocket
- The customer network infrastructure - from which agents use the panel - must authorize the Websocket protocol
The tool https://websocketstest.com/ will help you to check your network compatibility.