# Troubleshooting Webex Contact Center Agent Desktop disconnects and connection-lost banners Canonical: https://warmtransfer.net/knowledge/wxcc-desktop-connectivity-troubleshooting Last verified: 2026-10-02 The Webex Contact Center Agent Desktop sends keepalive messages to the backend every 4 seconds, and if no completed messages arrive for 16 seconds from either the desktop or the notifications backend, the system starts a recovery process and tries to re-establish the connection within the Desktop Lost Connection Recovery Timeout[^25][^42]. An agent is signed out of the Agent Desktop if a network outage lasts longer than the configured Lost Connection Recovery Timeout, which defaults to 120 seconds (2 minutes)[^29][^26]. ## How connection monitoring works The Agent Desktop sends keepalive messages from the desktop application to the backend every 4 seconds[^25]. If no completed messages arrive for 16 seconds from either the Agent Desktop or the notifications backend, the system starts a recovery process[^42]. The recovery process tries to re-establish the connection within the Desktop Lost Connection Recovery Timeout[^42]. The Lost Connection Recovery Timeout is a tenant-level setting in the System Settings section of the Webex Contact Center desktop settings in Control Hub[^27]. It defaults to 120 seconds (2 minutes)[^26]. It can be set between a minimum of 120 seconds and a maximum of 600 seconds (10 minutes), and it cannot be set below 2 minutes[^28]. An agent is signed out of the Agent Desktop if a network outage lasts longer than the configured value[^29]. A separate inactivity timeout also logs agents out[^40]. The agent timeout configured in a Desktop Profile overrides the tenant-level desktop inactivity timeout[^40]. With a 30-minute tenant value and a 20-minute profile value, an inactive agent is logged out after 20 minutes[^40]. Custom applications receive agent login, logout and state-change notifications by registering a bi-directional WebSocket with the Subscribe Notification API[^36]. ## Common causes on the agent machine ### Sleeping and throttled browser tabs Cisco states that the Agent Desktop can lose connection if its browser tab goes into sleep mode, and recommends disabling sleeping-tab features in the browsers agents use[^48]. Cisco gives these per-browser directions:[^10][^17][^22] - Google Chrome: go to Settings > Performance, add the desktop URL, and disable Memory Saver and Energy Saver[^10]. - Microsoft Edge: go to Settings > System and Performance > Performance, add the desktop URL, and turn off the energy-saving and sleeping-tab options[^17]. - Firefox: go to about:config and set `browser.tabs.unloadOnLowMemory` to false so the desktop tab is not unloaded[^22]. Chrome's Memory Saver deactivates unused tabs, and specific sites can be exempted under Settings > Performance > Always keep these sites active[^31]. Memory Saver does not deactivate tabs with active audio or video, including calls, screen sharing, or pinned tabs, among other exemptions[^32]. Chrome's Energy Saver turns on automatically when the device is unplugged or low on battery, and it can stop eligible CPU-intensive background tabs[^18]. Since Chrome 88, chained JavaScript timers in a page that has been hidden for more than 5 minutes, has been silent for at least 30 seconds and is not using WebRTC are intensively throttled so that they run at most about once per minute[^9]. We infer that if the desktop's 4-second keepalive is driven by a JavaScript timer, this throttling of a hidden, silent tab could delay keepalives past the 16-second detection window and trigger recovery, while an active WebRTC call or audio playback would exempt the tab[^51]. For managed Edge fleets, the policy SleepingTabsBlockedForUrls (Windows and macOS, Edge 88 and later) lists URL patterns that sleeping tabs will not put to sleep[^16]. Sites on that list are also excluded from efficiency mode and tab discard[^16]. If the policy SleepingTabsEnabled is disabled, the SleepingTabsBlockedForUrls list is not used and no sites are put to sleep automatically[^15]. ### Operating system sleep Cisco states that when a Windows PC or Mac goes to sleep, the Agent Desktop can lose connectivity with the cloud and the agent can be logged out, and recommends adjusting OS sleep settings[^38]. For macOS, Cisco recommends enabling the Energy Saver option that prevents the Mac from automatically sleeping when the display is off[^30]. ### Multiple desktop instances The Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser[^35]. If an agent signs in to more than one instance and switches between them, the desktop displays a prompt[^35]. ### Browser and workstation requirements Cisco recommends running the latest stable version of Chrome, Microsoft Edge or Firefox for the Agent Desktop[^5]. The browser must have cookies and JavaScript enabled and the pop-up blocker disabled[^3]. For Firefox ESR 104.0 and later, the system requirements call for disabling the Enhanced Tracking Protection toggle for the Desktop URL[^21]. The system requirements give 4 GB RAM as the minimum and 8 GB or more as the recommended amount for the Agent Desktop[^41]. The Agent Desktop is supported in VDI, but the WebRTC softphone is not supported in VDI[^53]. ## Common causes in the network path Cisco's logout-prevention technote tells customers to add a list of domains to the firewall and VPN allowed lists, including *.cisco.com, *.ciscoccservice.com, *.ciscospark.com, *.wbx2.com and *.webex.com on port 443[^1]. The Webex Contact Center network connectivity requirements article states that the desktop domains it lists use HTTPS on port 443 by default[^2]. That article describes *.cisco.com and *.ciscoccservice.com as critical Webex Contact Center micro-services domains that support authentication and cloud infrastructure[^33]. It lists *.split.io and *.lr-ingest.com as domains used for performance tracking and for error and crash capture[^50]. WarmTransfer's reading of the sources is that the domain list in technote 220319 and the list in the network connectivity help article are not identical, so an allowlist built from one may miss entries in the other[^14]. We infer that administrators should reconcile both lists against the help article, which carries the regional CDN entries[^14]. WarmTransfer's reading of the sources is that the desktop's live signalling is a long-lived WebSocket on port 443[^55]. We infer that any proxy, firewall or VPN device that blocks the WebSocket upgrade, or that idles out long-lived connections in under 16 seconds of silence, would surface as desktop reconnects[^55]. We infer that Cisco's procedure of capturing on the network devices in the path targets exactly this failure[^55]. ## Diagnosing a disconnect ### Collect data from the agent An agent downloads the desktop error report by selecting User Profile and then Download Error Report under the Help section[^19]. The error report can be collected while the desktop is reconnecting or has lost connection[^44]. Desktop logs are lost when the browser is restarted[^45]. After a freeze or crash, the agent should therefore wait until the problem recurs before downloading the error report[^45]. When the desktop shows an error notification for a failed API request or data load, the agent can open Error Details, copy the Tracking ID and give it to the administrator for debugging[^52]. ### Read the desktop logs One indication of a desktop disconnect in Agent Desktop logs is that the desktop stopped sending keepalive messages to the notifications (Notifs) backend[^7]. Another indication is that the desktop stops receiving notifications from the backend, or receives them delayed or out of order[^8]. ### Trace the WebSocket and the network path Cisco's disconnect procedure includes these steps:[^37][^39][^34] - In browser developer tools, filter the Network tab on WS and look for the domain api.wxcc-(dc).cisco.com, where (dc) is the tenant's data centre, to find the Agent Desktop WebSocket live messages[^54]. - Resolve the WebSocket domain with nslookup to collect the IP addresses involved in the desktop WebSocket connection[^37]. - Take a packet capture with Wireshark or a similar tool to review the keepalive message flow[^39]. - Collect logs from network devices in the path, such as routers, firewalls and Layer 3 switches[^34]. ### Browser logs for TAC Before collecting browser logs for TAC, Cisco asks for timestamps to be enabled in developer tools so that client and server events can be aligned[^13]. To capture HAR logs, open the Network tab with recording on and Preserve log checked, reproduce the issue, then save as HAR with content[^23]. To collect console logs, reproduce the issue with developer tools open and save the Console output as a text file[^12]. ### Check service status and open a case Webex Contact Center incidents and maintenance are published on the Webex for Commercial status page at status.webex.com, which supports email subscription[^47]. From 1 August 2025, incident, maintenance and complex feature rollout notifications moved to the Global Service Status platform, replacing the earlier CJPIM email and Webex room alerts[^46]. For any Webex Contact Center desktop case, Cisco asks for the following[^11]: - a problem description[^11] - environment details, including virtual desktop, work-from-home and VPN use[^11] - recent changes[^11] - business impact[^11] - the Customer Org ID from Control Hub[^11] If agents still get logged out after the recommended configuration, Cisco says to engage TAC with the desktop Error Report and browser networking (HAR) logs[^49]. ## Recovering the session If the Agent Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco says to reload the browser to refresh the session[^43]. When some desktop features are unavailable, a banner at the top of the Agent Desktop tells the agent that some features aren't available, and reloading the browser is the documented recovery[^20]. Reloading restarts the browser session, and desktop logs are lost when the browser is restarted[^45]. Download the error report first if the logs are needed[^45]. ## See also - See also [Troubleshooting Webex Contact Center Agent Desktop sign-in and station login](https://warmtransfer.net/knowledge/wxcc-agent-login-troubleshooting). - See also [Webex Contact Center network and browser requirements for agents](https://warmtransfer.net/knowledge/wxcc-network-requirements). - See also [Troubleshooting agent audio on the Webex Contact Center desktop](https://warmtransfer.net/knowledge/wxcc-desktop-audio-troubleshooting). - See also [Troubleshooting Webex Contact Center agents stuck in wrap-up or RONA or unable to go available](https://warmtransfer.net/knowledge/wxcc-agent-state-troubleshooting). - See also [Webex Contact Center resiliency and failover](https://warmtransfer.net/knowledge/wxcc-resiliency-architecture). - See also [Webex Contact Center Agent Desktop and widgets](https://warmtransfer.net/knowledge/webex-cc-agent-desktop). - See also [Webex Contact Center APIs and webhooks](https://warmtransfer.net/knowledge/webex-cc-apis). ## Applicability Applies to: Cisco Webex Contact Center, Google Chrome, and Microsoft Edge. Deployments: multi-tenant and client. Sources checked 2026-10-02. The Firefox Enhanced Tracking Protection requirement applies to Firefox ESR 104.0 and later[^21]. Chrome's intensive throttling of chained timers applies to Chrome 88 and later[^9]. The Edge policy SleepingTabsBlockedForUrls applies to Edge 88 and later on Windows and macOS[^16]. The move of status notifications to the Global Service Status platform took effect on 1 August 2025[^46]. ## What remains uncertain Whether the desktop's 4-second keepalive is driven by a JavaScript timer, and therefore whether Chrome's intensive throttling affects it, is not covered by the sources below. The exact wording of the banner shown while the desktop is reconnecting or has lost connection is not covered by the sources below. The idle-timeout values that specific proxies, firewalls or VPN concentrators apply to long-lived WebSocket connections are not covered by the sources below. The default value of the tenant-level desktop inactivity timeout is not covered by the sources below. ## Sources [^1]: Cisco's logout-prevention technote tells customers to add a list of domains, including *.cisco.com, *.ciscoccservice.com, *.ciscospark.com, *.wbx2.com and *.webex.com on port 443, to the firewall and VPN allowed lists. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Network with Domain Access Required for Agent Desktop. Checked 2026-10-02. [^2]: The Webex Contact Center network connectivity requirements article states that the desktop domains it lists use HTTPS on port 443 by default. Source: [Webex Contact Center network connectivity requirements](https://help.webex.com/en-us/article/p31548/Webex-Contact-Center-network-connectivity-requirements), Domain access for desktop. Checked 2026-10-02. [^3]: The system requirements article requires cookies and JavaScript to be enabled and the pop-up blocker disabled in the browser used for the Agent Desktop. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements, browser settings. Checked 2026-10-02. [^4]: The current Agent Desktop system requirements list Chrome 144+, Microsoft Edge 144+ and Firefox 140+ as supported browsers (disputed). Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements, browsers. Checked 2026-10-02. [^5]: Cisco recommends running the latest stable version of Chrome, Microsoft Edge or Firefox for the Agent Desktop. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Recommended system requirements. Checked 2026-10-02. [^6]: The Troubleshoot Webex Contact Center Agent Desktop article lists Chrome 76.0.3809+, Firefox ESR 68+ and Edge Chromium 79+ as supported on Windows 10 and macOS (disputed). Source: [Troubleshoot Webex Contact Center Agent Desktop](https://help.webex.com/article/WBX9000037385), Webex Contact Center Agent Desktop, browser table. Checked 2026-10-02. [^7]: One indication of a desktop disconnect visible in Agent Desktop logs is that the desktop stopped sending keepalive messages to the notifications (Notifs) backend. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 3. Checked 2026-10-02. [^8]: Another indication in Agent Desktop logs is that the desktop stops receiving notifications from the backend or receives them delayed or out of order. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 3. Checked 2026-10-02. [^9]: Since Chrome 88, chained JavaScript timers in a page hidden for more than 5 minutes, silent for at least 30 seconds and not using WebRTC are intensively throttled so that they run at most about once per minute. Source: [Heavy throttling of chained JS timers beginning in Chrome 88](https://developer.chrome.com/blog/timer-throttling-in-chrome-88), How the throttling works. Checked 2026-10-02. [^10]: For Google Chrome, Cisco directs administrators to Settings > Performance to add the desktop URL and to disable Memory Saver and Energy Saver. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Browsers, Google Chrome. Checked 2026-10-02. [^11]: For any Webex Contact Center desktop case, Cisco asks for a problem description, environment details including virtual desktop, work-from-home and VPN use, recent changes, business impact and the Customer Org ID from Control Hub. Source: [Troubleshoot Webex Contact Center Agent Desktop](https://help.webex.com/article/WBX9000037385), Collect Generic Information for all Webex Contact Center Issues. Checked 2026-10-02. [^12]: Console logs for TAC are collected by reproducing the issue with developer tools open and saving the Console output as a text file. Source: [Webex Contact Center Data Collection for Technical Assistance Center (TAC)](https://www.cisco.com/c/en/us/support/docs/contact-center/customer-journey-platform/214399-cisco-customer-journey-platform-cjp-da.html), Collect Console Logs. Checked 2026-10-02. [^13]: Before collecting browser logs for TAC, Cisco asks for timestamps to be enabled in developer tools so client and server events can be aligned. Source: [Webex Contact Center Data Collection for Technical Assistance Center (TAC)](https://www.cisco.com/c/en/us/support/docs/contact-center/customer-journey-platform/214399-cisco-customer-journey-platform-cjp-da.html), Enable timestamps on your browser. Checked 2026-10-02. [^14]: The domain list in technote 220319 and the one in the network connectivity help article are not identical, so an allowlist built from one may miss entries in the other; administrators should reconcile both against the help article, which carries the regional CDN entries (inferred). Source: [Webex Contact Center network connectivity requirements](https://help.webex.com/en-us/article/p31548/Webex-Contact-Center-network-connectivity-requirements), Domain access for desktop, compared with technote 220319 section Configure Network with Domain Access Required for Agent Desktop. Checked 2026-10-02. [^15]: If the Edge policy SleepingTabsEnabled is disabled, the SleepingTabsBlockedForUrls list is not used and no sites are put to sleep automatically. Source: [Microsoft Edge Browser Policy Documentation SleepingTabsBlockedForUrls](https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/sleepingtabsblockedforurls), Description. Checked 2026-10-02. [^16]: The Microsoft Edge policy SleepingTabsBlockedForUrls (Windows and macOS, Edge 88 and later) lists URL patterns that sleeping tabs will not put to sleep, and those sites are also excluded from efficiency mode and tab discard. Source: [Microsoft Edge Browser Policy Documentation SleepingTabsBlockedForUrls](https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/sleepingtabsblockedforurls), Supported versions; Description. Checked 2026-10-02. [^17]: For Microsoft Edge, Cisco directs administrators to Settings > System and Performance > Performance to add the desktop URL and turn off the energy-saving and sleeping-tab options. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Browsers, Microsoft Edge Browser. Checked 2026-10-02. [^18]: Chrome's Energy Saver turns on automatically when the device is unplugged or low on battery and can stop eligible CPU-intensive background tabs. Source: [Personalize Chrome performance](https://support.google.com/chrome/answer/12929150?hl=en), Energy Saver. Checked 2026-10-02. [^19]: An agent downloads the desktop error report by selecting User Profile and then Download Error Report under the Help section. Source: [Download error reports](https://help.webex.com/en-us/article/neidf/Download-error-reports), Procedure, steps 1-3. Checked 2026-10-02. [^20]: When some desktop features are unavailable, a banner at the top of the Agent Desktop tells the agent that some features aren't available, and reloading the browser is the documented recovery. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Troubleshooting. Checked 2026-10-02. [^21]: For Firefox ESR 104.0 and later, the system requirements call for disabling the Enhanced Tracking Protection toggle for the Desktop URL. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements, browser settings. Checked 2026-10-02. [^22]: For Firefox, Cisco directs administrators to about:config to set browser.tabs.unloadOnLowMemory to false so the desktop tab is not unloaded. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Browsers, Firefox. Checked 2026-10-02. [^23]: Cisco's TAC data-collection note says to capture HAR logs from the Network tab with recording on and Preserve log checked, reproduce the issue, then save as HAR with content. Source: [Webex Contact Center Data Collection for Technical Assistance Center (TAC)](https://www.cisco.com/c/en/us/support/docs/contact-center/customer-journey-platform/214399-cisco-customer-journey-platform-cjp-da.html), Collect Hyper Text Transfer Protocol Archive format (HAR) Logs. Checked 2026-10-02. [^24]: The Desktop Experience Inactivity Timeout signs out agents with no contact handling or desktop activity, and defaults to 5 minutes with a configurable range of 3 to 10,000 minutes. Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), Desktop Experience, Inactivity Timeout. Checked 2026-10-02. [^25]: The Webex Contact Center Agent Desktop sends keepalive messages from the desktop application to the backend every 4 seconds. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 2. Checked 2026-10-02. [^26]: The Webex Contact Center Lost Connection Recovery Timeout defaults to 120 seconds (2 minutes). Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), System Settings, Lost Connection Recovery Timeout. Checked 2026-10-02. [^27]: The Lost Connection Recovery Timeout is a tenant-level setting in the System Settings section of the Webex Contact Center desktop settings in Control Hub. Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), System Settings section. Checked 2026-10-02. [^28]: The Lost Connection Recovery Timeout can be set between a minimum of 120 seconds and a maximum of 600 seconds (10 minutes); it cannot be set below 2 minutes. Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), System Settings, Lost Connection Recovery Timeout. Checked 2026-10-02. [^29]: An agent is signed out of the Agent Desktop if a network outage lasts longer than the configured Lost Connection Recovery Timeout. Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), System Settings, Lost Connection Recovery Timeout. Checked 2026-10-02. [^30]: For macOS, Cisco recommends enabling the Energy Saver option to prevent the Mac from automatically sleeping when the display is off. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure the Sleep Setting on your Windows Personal Computer (PC) or MAC, MAC. Checked 2026-10-02. [^31]: Chrome's Memory Saver deactivates unused tabs, and specific sites can be exempted by adding them under Settings > Performance > Always keep these sites active. Source: [Personalize Chrome performance](https://support.google.com/chrome/answer/12929150?hl=en), Memory Saver. Checked 2026-10-02. [^32]: Chrome's Memory Saver does not deactivate tabs with active audio or video, including calls, screen sharing, or pinned tabs, among other exemptions. Source: [Personalize Chrome performance](https://support.google.com/chrome/answer/12929150?hl=en), Memory Saver, tabs that are not deactivated. Checked 2026-10-02. [^33]: The network connectivity article describes *.cisco.com and *.ciscoccservice.com as critical Webex Contact Center micro-services domains supporting authentication and cloud infrastructure. Source: [Webex Contact Center network connectivity requirements](https://help.webex.com/en-us/article/p31548/Webex-Contact-Center-network-connectivity-requirements), Domain access for desktop. Checked 2026-10-02. [^34]: Cisco's disconnect procedure also asks for logs from network devices in the path such as routers, firewalls and Layer 3 switches. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 7. Checked 2026-10-02. [^35]: The Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser; signing in to more than one instance and switching between them displays a prompt. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in. Checked 2026-10-02. [^36]: Custom applications receive agent login, logout and state-change notifications from Webex Contact Center by registering a bi-directional WebSocket with the Subscribe Notification API. Source: [The A-Z of Webex Contact Center APIs: Agents](https://developer.webex.com/blog/the-a-z-of-webex-contact-center-apis-agents), WebSocket Option. Checked 2026-10-02. [^37]: Cisco's disconnect procedure has the administrator resolve the WebSocket domain with nslookup to collect the IP addresses involved in the desktop WebSocket connection. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 5. Checked 2026-10-02. [^38]: Cisco states that when a Windows PC or Mac goes to sleep, the Agent Desktop can lose connectivity with the cloud and the agent can be logged out, and recommends adjusting OS sleep settings. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure the Sleep Setting on your Windows Personal Computer (PC) or MAC. Checked 2026-10-02. [^39]: Cisco's disconnect procedure calls for a packet capture with Wireshark or a similar tool to review the keepalive message flow. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 6. Checked 2026-10-02. [^40]: The agent timeout configured in a Desktop Profile overrides the tenant-level desktop inactivity timeout; with a 30-minute tenant value and a 20-minute profile value, an inactive agent is logged out after 20 minutes. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Desktop Inactivity Timeout. Checked 2026-10-02. [^41]: The current system requirements give 4 GB RAM as the minimum and 8 GB or more as recommended for the Agent Desktop. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements; Recommended system requirements. Checked 2026-10-02. [^42]: If no completed messages arrive for 16 seconds from either the Agent Desktop or the notifications backend, the system starts a recovery process and tries to re-establish the connection within the Desktop Lost Connection Recovery Timeout. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 2. Checked 2026-10-02. [^43]: If the Agent Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco says to reload the browser to refresh the session. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Troubleshooting. Checked 2026-10-02. [^44]: An Agent Desktop error report can be collected while the desktop is reconnecting or has lost connection. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 1. Checked 2026-10-02. [^45]: Desktop logs are lost when the browser is restarted, so after a freeze or crash the agent should wait until the problem recurs before downloading the error report. Source: [Download error reports](https://help.webex.com/en-us/article/neidf/Download-error-reports), Before you begin / note. Checked 2026-10-02. [^46]: From 1 August 2025, Webex Contact Center incident, maintenance and complex feature rollout notifications moved to the Global Service Status platform, replacing the earlier CJPIM email and Webex room alerts. Source: [Subscribe to Webex Contact Center Incident and Maintenance Alerts](https://help.webex.com/en-us/article/obit3d/Subscribe-to-Webex-Contact-Center-Incident-and-Maintenance-Alerts), Notification consolidation note. Checked 2026-10-02. [^47]: Webex Contact Center incidents and maintenance are published on the Webex for Commercial status page at status.webex.com, which supports email subscription. Source: [Subscribe to Webex Contact Center Incident and Maintenance Alerts](https://help.webex.com/en-us/article/obit3d/Subscribe-to-Webex-Contact-Center-Incident-and-Maintenance-Alerts), Subscribe via email. Checked 2026-10-02. [^48]: Cisco states the Agent Desktop can lose connection if its browser tab goes into sleep mode, and recommends disabling sleeping-tab features in the browsers agents use. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Configure Browsers. Checked 2026-10-02. [^49]: If agents still get logged out after the recommended configuration, Cisco says to engage TAC with the desktop Error Report and browser networking (HAR) logs. Source: [Configure Environment to Prevent Agent Desktop Logout](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html), Troubleshoot. Checked 2026-10-02. [^50]: The network connectivity article lists *.split.io and *.lr-ingest.com as domains used for performance tracking and error and crash capture. Source: [Webex Contact Center network connectivity requirements](https://help.webex.com/en-us/article/p31548/Webex-Contact-Center-network-connectivity-requirements), Domain access for desktop. Checked 2026-10-02. [^51]: If the desktop's 4-second keepalive is driven by a JavaScript timer, Chrome's intensive throttling of a hidden, silent tab could delay keepalives past the 16-second detection window and trigger recovery; an active WebRTC call or audio playback would exempt the tab (inferred). Source: [Heavy throttling of chained JS timers beginning in Chrome 88](https://developer.chrome.com/blog/timer-throttling-in-chrome-88), How the throttling works; combined with technote 222787 Troubleshooting step 2. Checked 2026-10-02. [^52]: When the desktop shows an error notification for a failed API request or data load, the agent can open Error Details, copy the Tracking ID and give it to the administrator for debugging. Source: [Resolve error issues](https://help.webex.com/article/3ku5w0/Resolve-error-issues-in-the-Desktop), Resolve error issues. Checked 2026-10-02. [^53]: The Agent Desktop is supported in VDI, but the WebRTC softphone is not supported in VDI. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Virtual Desktop Infrastructure (VDI). Checked 2026-10-02. [^54]: In browser developer tools, the Agent Desktop WebSocket live messages are found by filtering the Network tab on WS and looking for the domain api.wxcc-(dc).cisco.com, where (dc) is the tenant's data centre. Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, step 4. Checked 2026-10-02. [^55]: Because the desktop's live signalling is a long-lived WebSocket on port 443, any proxy, firewall or VPN device that blocks the WebSocket upgrade or idles out long-lived connections in under 16 seconds of silence would surface as desktop reconnects; Cisco's procedure of capturing on the network devices in the path targets exactly this (inferred). Source: [Troublshoot Agent Desktop Disconnect Issues](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html), Troubleshooting, steps 2, 4 and 7. Checked 2026-10-02.