This page lists the pop-up messages that may appear to you in CXone Mpower Agent Embedded. It explains the purpose of each one.
Connection Re-Established Successfully
If Digital Experience is set up for your organization, Agent Embedded checks its connection every five seconds. If it doesn't receive a response after four tries, the connection is closed. Agent Embedded then tries to reconnect up to ten times. If one of those attempts succeeds, a pop-up with the message "Connection re-established successfully" appears.
This pop-up message may appear every two hours. This is because AWS servers can only stay connected to Agent Embedded for a maximum of two hours 
.
If this message keeps appearing, you should:
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Make sure your internet connection is stable.
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Work with your organization's IT department, if you're working in the office or if you're using a VPN.
Reconnection Attempt Failed
If Digital Experience is set up for your organization, Agent Embedded checks its connection every five seconds. If it doesn't receive a response after four tries, the connection is closed. Agent Embedded then tries to reconnect up to ten times. If all ten attempts fail, a pop-up with the message "Unfortunately, the reconnection attempt failed. Please try refreshing the page after some time" appears.
If this error message appears, you should:
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Make sure your internet connection is stable. If you're working in the office or if you're using a VPN, work with your organization's IT department.
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Refresh Agent Embedded and log in again.
Recording Failed
If enabled for your system, pop-ups appear to notify you when voice recording starts and stops. As a part of this, you may also see a pop-up with the message "Recording failed". This appears when backend recording components fail. The issue may resolve itself; if it does, a "Voice recording started" pop-up appears.
Recording Poor Quality
If enabled for your system, pop-ups appear to notify you when voice recording starts and stops. As a part of this, you may also see a pop-up with the message "Recording poor quality". This appears when the call is experiencing a poor voice connection or a backend technical issue. Your voice or the contact's
The person interacting with an agent, IVR, or bot in your contact center. voice may be garbled. This issue may resolve itself in five to ten seconds; if it does, a "Voice recording started" pop-up appears.
Trying to Reconnect
If Digital Experience is set up for your organization, Agent Embedded checks its connection every five seconds. If it doesn't receive a response after four tries, the connection is closed. Agent Embedded then tries to reconnect up to ten times. While trying to reconnect, a pop-up with the message "Trying to reconnect in order to get real time updates. Expect some delay" appears.
