This article covers troubleshooting steps you can take if an agent is logged into Agent Dashboards via their Dashboard Login, and not receiving the desired pop-ups, or inconsistent pop-ups.
Potential causes could include:
- Logged into Chronicall and not Chronicall Dashboard
- The user does not have an Agent Dashboard License assigned
- Chronicall out of date
- Bad network connection to the Chronicall server
What is the resolution for this specific issue? Grab screenshots as you go.
Verify Method of Login
Verify that the end user with the pop up issue is logging into Chronicall Desktop to access the Agent Dashboard. Chronicall Desktop functions as a dual launcher. It can launch the Agent Dashboard if the user logs in with their name and extension as the login name (password is their EXT) as shown below. If you log into a user account, it launches into the full-featured Chronicall software. If the end user does not have Chronicall Desktop installed, please follow the instructions here to install Chronicall Desktop on the agents computer.
If they have logged into Agent Dashboard, verify this by checking for the blue X in the bottom right taskbar.
If you do not see it here, you may need to click on the arrow to expand the taskbar icons to see the blue X if they are logged into Agent Dashboard.
Verify User is Licensed
If you do not see the username and extension in the drop down for the User box, it is because the user is not licensed for Agent Dashboards. Log into Chronicall, and navigate to "User Management > Licensed Users" and verify the user is licensed here.
Once you have verified they have the basic Chronicall license applied to this user, navigate to "User Management > Licensed Dashboard Agents". Verify the user in question is showing up in the right column, of select users for Dashboard Agents. If not, select the agent from the unselected column, and select the arrow to bring the agent over to the selected column for Agent Dashboard Licenses. Then Select OK.
If any licensing changes, navigate to User Management and select Refresh Users and Groups. Now relaunch Chronicall to resync users and licensing.
Review Dashboard Configuration
Review the Dashboard Configuration for your agents via the article linked here, to review the Dashboard setup. This will ensure the correct Dashboard values such as widgets, agent value, and general values are set up correctly for this agent. It can be helpful to review someone else that is on the same teams as the agent to mirror the setup if you are unsure of which values this agent should have assigned.
Now we have verified the agent in question has the correct licenses and tools enabled for their Agent Dashboard. Have them log into Chronicall Desktop, and we want to have them log into Agent Dashboard with their username and extension. The password is their extension.
Right click on the blue X in the bottom right taskbar, and highlight Pop-ups. This should show a list of enabled pop-ups for the agent. Ensure that any applicable pop-ups for the agent are enabled.
Now place a test call to the agent with them logged into both the physical phone and Agent Dashboard, and they should get the appropriate pop ups.
If pop-ups are intermittent and don't always pop, it indicates an underlying network issue. If there is lag or missed packets on the local network, it can cause intermittent pop-ups as Chronicall isn't able to relay the pop-up to the local user. It is recommended to disable wifi and try a direct connection on the same subnet to resolve the issue. If issues persist check with your network administrator to test the connection between the end user and the Chronicall server.