[ACD] Guided Interaction Pop/Appearance Issues
- Kathleen Glica
- Samantha Ahmed
The content in this article is appropriate for: Administrators
Guided Interactions not appearing or popping can be caused by several different issues, depending on they are set up.
Common causes and troubleshooting steps for failed pops:
Check to see if a guided interaction is assigned to the DID Group
Go to Numbers in the left hand navigation and click Number Groups
There should be a number in the Workflows column (usually a 1) to indicate how many guided interactions are used for the DID Group. If there is a 0 you will need to add a guided interaction to the DID Group. More information on that process can be found here.
Issue | Troubleshooting |
Slow workstation | Be sure the computer meets our minimal specifications. |
Third party guided interaction | If you are using a third party guided interaction it may not be responding in a timely manner. Try the guided interaction manually and be sure to time it. Try it over a wide span of time keeping track of the results. |
Browser problems | Make sure the browser is up to date and is operating correctly. Check the Chrome task manager as the incident happens. |
Other | Contact your Internal support team for additional diagnostics. If this issue continues, please contact SingleComm. |
Additional Info for Support Teams:
To further diagnose issues with slow guided interactions you can open Chrome Developer Tools and look at the Network tab where you can find additional information about load times of various page elements such as the example circled in red below.
The example below depicts:
A problem with embeds at 2.47 seconds. Around 1.2 seconds embed Xhr requests would be a more normal range.
An 11.57 guided interaction load time on that particular computer, at that particular time.
(Continue testing against multiple computers, and outside the network to reduce the variables. If the problem persists please reach SingleComm for further diagnostics.)
