Performance Troubleshooting Guide

From time to time, Conquer Voice or Conquer Cadence may not perform the way you are used to.  The first thing to do is to make sure that your browser like Google Chrome.  Variables like your network connection, workstation processor, and applications running in the background can have a direct effect. Similarly you might experience issues with audio that might be caused by your headset or microphone. The following tests are included here to help you determine where to focus your troubleshooting to get things back up to speed. 

Network Connection

If you have issues with your network, you might see this error message in the dialer.

While internet speed is important for applications to work, packet health is the main factor to ensuring good call quality. At packetlosstest.com, you can test how consistently and reliably packets can travel from your workstation over the internet and back again.  If there are spikes or gaps, we know that there are general network issues that need to be addressed by your IT team or Internet provider.  

At speedtest.dialsource.com, you can make sure that you are able to connect to Conquer servers reliably and quickly.  Anything above 5 MB per second is acceptable.

To see your general connection speed, visit fast.com. This is an accurate tool to measure your internet download and upload speed and should reflect the full speed that your ISP is providing.

If everything looks good with your network, you can move on to the next step.

Workstation Browser Performance

Salesforce has built a tool to help users determine if their workstation is up to the task of running Salesforce.  The Octane Score combines your workstation's performance, memory, and network connectivity to let you know where your browsers capability stands.

In order to access this tool log in to your Salesforce Org as normal. In the address bar of your browser; select and delete everything after the ‘force.com/’. Make sure you keep the trailing forward slash on the .com! After that trailing forward slash type: "speedtest.jsp" and hit enter.  For example:

The most important metrics here are download speed, latency and the Octane score.

For download speed, Salesforce recommends a 3 Mbps connection or better. 1 Mbps is the minimum requirement.

Latency is the time delay between your computer and the server on which your Salesforce org is hosted. Salesforce recommends latency lower than 150ms for optimum performance with 200ms being the minimum requirement.

According to Salesforce documentation, the Octane Score shows the processing capability of browsers on client devices (laptops, desktops, workstations, or virtual desktops).

If an Octane Score is less than 20,000, performance will likely be slow. An adequate client device typically has an Octane Score around 30,000. The higher the Octane score, the better Lightning Experience performance will be. You can try the following steps to boost your Octane score:

• Ensure laptops are fully charged or connected to a power source. When a laptop runs with a low battery, it tends to run in a lower speed to save power.
• Close other applications running on your device, if possible.
• Reset browser settings to original defaults, if possible.
• Remove unused or unnecessary browser plugins and extensions.
• Upgrade your device to a model with more processing power and memory.

Headset Performance

Make sure that the correct audio device is selected for your application.  Operating System or driver updates may automatically set your workstation back to defaults.

Webcammictest.com is an easy to use tool for testing your microphone and headphones (and even webcam). All you need to do is to allow the site access to your device. No need to download any additional software. You can record and listen to your audio and get some general information about your device.

Conclusion

If your workstation, network and headset are all performing the way they should and you are still experiencing issues with the performance of Conquer products, please contact our support team to help you.