Agent Workspace - Agents work too fast for the workspace

[Lynda1]

I wonder if anyone else has experienced this and found a fix for it.

Our Agents have to work fast and sometimes they are too fast for the system. They create an Interaction, then create an Incident from the Interaction , complete the fields in the Incident, save, Resolve with closure notes, save, close the interaction and the information in the incident are lost.

Our Admin and I cannot reproduce this and it sounds like this happens when the team takes the steps too fast. This is one of the Agents theory's:

"I think it's also related to the problem where you write closure notes and hit save, but the page says closure notes are blank. You have to wait a few seconds and then hit save before the page realizes there is actually text in the field"

Curious is anyone else experiences this and if you found a fix or a work around for this except for telling the Agents to slow down. We ask our Agents to slow down and that impacts the users that need help.

Modifying this - I discovered the Agent Workspace response is slow when the Agents have multiple interactions open. The team uses Interactions for calls as well as Chats, There are times they end one call, the next call comes in and they create another interaction for the new call and did not have a chance to close the first interaction. While the new call is providing information, they work on closing the first interaction if they can, there are times they cannot close the first interaction, the second call lasted just a few minutes, end it and get the third call which means a third interaction is created. they get a chance to start completing the first and second interaction and that is when the latency starts happening.

The same scenario for chats, they can accept up to three chats at a time, so have three interactions open, they create Service Inquiry or any related record and the fields in the related record do not recognize the agent typing until the 3rd letter is typed so the field is missing the first two letters.

Anyone else experience this? Did you find a way to solution this?

[Musab Rasheed]

Hi Lynda,

Check 'Resolve' UI action and see if fields are getting mandatory properly, sometimes when agent clicks very fast then it just throws the error message but loads the form due to which information is lost. Mark my answer as correct if that helps.

Regards,

[Lynda1]

I had our Admin check what you mentioned and she said it was fine.

As the team provides more information, this is not related to resolving incidents only, it is the Agent Workspace in general. There are times it seems like the workspace cannot keep up with their typing.

one field they complete is the Assignment group, their group is Service Desk, they type Service and the letters that appear are rvi. It is like the agent workspace does not keep up

[Musab Rasheed]

Hi Lynda,

Create HI ticket with Servicenow team then, only they can debug in depth about the issue happening, Have seen weird issues with connect chat in past so all these are not surprising.:) Feel free to mark my answer as correct if that helps.

Regards

[Lynda1 · Accepted solution]

I saw either in another post or in an Academy saying to have the Agent Workspace the only thing opened in that browser session. The Agents started taking this approach and use another browser session for research and other activities and that help!