What
Is your computer really slow to respond? You’re clicking but nothing is happening? This article explains how to successfully troubleshoot any latency issues with Mercury. One of the main causes of poor performance of customer engagement apps is the latency of the network over which the workstation/desktop clients connect to the organisation. Lower latencies (measured in milliseconds) generally provide better levels of performance.
Where
Use the special Diagnostic Tool described below, followed by the Web Browser cache-clearing activities.
How
Latency test
Customer engagement apps include a diagnostic tool that is used to analyse the Client-to-Organisation connectivity and produces a report which helps establish whether connectivity is low or high.
1. Once signed into Mercury, enter the following URL:
https://myorg.crm.dynamics.com/tools/diagnostics/diag.aspx
NOTE: The text in bold should be your organisation URL.
2. Press Enter on your keyboard then click Run.
3. The resulting report displays a table with test and benchmark information. Of particular importance is the Latency Test row value. This value is an average of 20 individual test runs. Generally, the lower the number, the better the performance of the client. Although users may receive a satisfactory experience by using connections with more latency, for best application performance we recommend that the value be 150 ms (milliseconds) or less:
Clearing the cache from your web browser
When using web browsers like Chrome for example, it can sometimes save information from websites in its cache and cookies. Clearing these on a regular basis (we advise at least a couple of times a week) can fix latency, loading or formatting issues. To do this:
1. Open up Chrome and click on the ellipsis on the top right.
2. Click on Settings from the drop-down menu.
3. A new tab will open. From here navigate to Privacy and Security and then Clear browsing data:
4. A new window will appear. Click on Advanced and then select Time Range: All time and then Clear data:
5. Ensure that all Chrome updates are completed.
6. Ensure that you delete any Mercury Bookmarks that you may use.
7. Add your CRM's relevant URL to your bookmarks and only access Mercury from now on using this bookmark. As an example, your URL in your bookmarks should look something like this, but it can vary > https://production-site.crm7.dynamics.com/
8. Now go back to Settings in your web browser, and then Privacy and security as shown above in steps 2 and 3. Then click on Third-party cookies:
9. Scroll down to Customised behaviours and click Add on the Allowed to use third party cookies heading:
10. A pop-up box will appear. Paste your CRM URL into that pop-up box, then click Add to add it:
11. Once the above step has been completed, go back to Privacy and security and click on Site settings:
12. Scroll down to Content and click into Third-party cookies, then repeat steps 9 and 10 as described above regarding Customised behaviours when you are in the Third-party cookies settings page:
13. Go back to Privacy and security, click into JavaScript and again repeat steps 9 and 10 as described above regarding Customised behaviours when you are in the JavaScript settings page:
14. Again, go back to Privacy and security, click into Images and repeat the same steps 9 and 10 above regarding Customised behaviours when you are in the Images settings page:
15. Go back to Privacy and security, click into Pop-ups and redirect and then go down to Allowed to send pop-ups and use redirects and click Add:
16 Once you've clicked Add, you will get another pop-up box, into which you need to again paste your company's CRM URL. Then click Add:
Authored by James Bowyer - Application Support Analyst @ Mercury