Chat Sessions get Disconnected
We're having a problem around 1/6th of the time when we're using chat. We have a few agents being able to have a few sessions open up at a time to a possible audience of around 10k. The audience are all on our estate/network - none are public facing.
The agent experiences a disconnection and the chat stops working. In the chat summary report for today there have been around 30 serviced chats with 5 coming under "End-user lost".
How can we diagnose this further? Can/should we raise a SR with Oracle?
My reading suggests that it's possibly a network connectivity issue but what steps would we need to take to either confirm or deny this?