There are many factors that can effect cobrowse replication to an Agent.
During cobrowse, the consumer's browser window is replicated onto a canvas and sent to the Live Assist server to be shared with Agents.
- Consumer replication will not begin until the original page has finished loading. If the original page is taking a long time to load, this will delay replication.
- The consumer's browser monitors the DOM for changes. If the DOM is very large it can also delay replication due to the amount of data that must be parsed.
- Screen resolution also plays a big part; the larger the screen, the more data must be sent through the LA server for the Agent to receive.
Timing Sending and Receiving Canvas updates
It is possible to estimate the time to send a canvas, using Chrome's debug tools.
Under Network, it is possible to find the GET Request to the Live Assist topic. It will be marked as a 'websocket'. It may be necessary to refresh or reconnect the page in order to catch the websocket in the debug session, while it is initialized.
The image below shows the consumer and agent side websockets in the debug window:
Having selected the WebSocket it is possible to view the 'Frames' which contain all of the data sent by Live Assist. Updates of the consumer canvas are much larger than other frames, so are simple to identify. Each Frame is time-stamped, so it is possible to see when the consumer sent the update and when the agent received it. The Websocket frames will be of identical size for each update sent.
Below is an example sent by the consumer at: 10:40:45.638 and received by the Agent at 10.40.45.765.
Below is a close up of the Consumer's Web Socket Frames:
Note: If the Agent and Consumer are not on the same machine, their clocks may not be in sync. Calling Date(); on the console can be used to confirm this.