amazon-connect/amazon-connect-chat-ui-examples

customChatWidget double call issue After Agent Misses Call

Closed this issue · 4 comments

komnatadeveloper commented

Hi,

We are facing with following issue in following scenario:

  1. When we are using "customChatWidget" option,
  2. and if Agent doesnt reply in time (misses call),
    1. and after missing call agent clicks on "Close contact" button,
  4. and Agent Accepts next call on time,
  5. but, a second call is also triggered on Agent Side, and on Agent Side, 1st accepted chat seems to be active, but not actually. That is a weird User Experience, and confuses Agent Side, because it seems as if Agent connected to Client, but not actually.

In above conditions, sometimes that bug doesnt appear, but usually appears. Could you please advice a solution?

Thanks

angieyu commented

Hi, what is your use case for this? This is an example of custom chat before it became available in the product.

Chat is available in the product now, could you use this? https://docs.aws.amazon.com/connect/latest/adminguide/add-chat-to-website.html

komnatadeveloper commented

@angieyu

I am trying to develop a more customizable Chat Widget, using the folder in the link -> https://github.com/amazon-connect/amazon-connect-chat-ui-examples/tree/master/customChatWidget

When I use this repository,
-> and if Agent misses 1st Call (can not reply in time),
-> and if then Agent replies after clicking <<Close Contact>> Button,
-> the 2nd Call from Client to Agent is triggered, but even if Agent replies 2nd Call, and on Agent Side it seems that Connection is Established, but NOT actually,
-> and 3rd Call is triggered, suddenly while 2nd (Replied Call) exists. So Agent Side is confusing because, Agent thinks that 2nd Call is replied, but actually, connection isn't being established.

I hope, what I have wrote above makes sense.

angieyu commented

Hi @komnatadeveloper I was able to reproduce the issue. I'll ask around if people are aware of a fix. The original maintainer for this is no longer on the team and the example is pretty old. I'll keep you updated on what I find.

  • 👍1
spencerlepine commented

Hi @komnatadeveloper,

If this issue is still reproducible, please attach a screen recording or screenshot with detailed steps to reproduce.

I am going to resolve this issue due to inactivity, please feel free to re-open or reach out if there are further updates.

Thanks,
Spencer

I am not able to reproduce this issue. There have been many updates to the open source AmazonConnectChatInterface and ChatJS code since this issue was raised. Can you confirm that you are able to reproduce with the latest customChatWidget code?

There may have been some update to the Agent UI (CCP) since release. I am not able to accept another call until I have cleared the missed call.

TestingAgent.mov
Screenshot 2023-09-27 at 4 29 33 PM