Agent availability randomly goes Offline

Question

We are using Connect integrated with ServiceNow.  
  
Some of our agents' status randomly goes from Available to Offline.  I can't find any errors in logs or troubleshooting, other than a log of what I think is the status change.  But no preceding error or warning.  
  
     {  
        "component": "ccp",  
        "level": "LOG",  
        "text": " session is idle from long time. closing the peer connection for client 1637681969608-pimctbymzmj",  
        "time": "2021-11-23T19:37:58.795Z",  
        "exception": null,  
        "objects": \[],  
        "line": 1515,  
        "agentResourceId": "0d0xxxe-09be7fdee8da",  
        "loggerId": "163768196xxx8x3iy6ru8o"  
    },  
    {  
        "component": "ccp",  
        "level": "LOG",  
        "text": " refreshing peer connection for client xxx08-pimctbymzmj",  
        "time": "2021-11-23T19:37:58.803Z",  
        "exception": null,  
        "objects": \[],  
        "line": 1516,  
        "agentResourceId": "0d020e5xxxxxxxxbe7fdee8da",  
        "loggerId": "16376819xxx8x3iy6ru8o"  
    },  
  
What I don't know is if this is a Amazon issue or ServiceNow issue, a browser or network connectivity issue.  
  
Has anyone also experienced this issue with randomly going to Offline (with or without an integration)?

Answer

Yes it turns out that the issue is with ServiceNow.  
  
The Advanced Work Assignment feature in ServiceNow was setting agent availability to Offline based on inactivity in chat queues.  
Its a known issue in SN (well, known to support).  So I have a workaround for it.

Answer

Have you ran stock CCP and see if the issue happens without SNOW being involved?  
  
david

Answer

Have you run the AWS Connectivity tool to see of the response times and any latency?  
https://s3.amazonaws.com/connectivitytest/checkConnectivity.html

Agent availability randomly goes Offline

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