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fix: add socket error and metrics #4521

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fix: add socket error and metrics #4521

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58eabd3
fix: add socket error and metrics
arun3528 Oct 8, 2025
cee38d8
test: remove unwanted test and metrics
arun3528 Oct 9, 2025
a6f952d
test: udpate the unit tests
arun3528 Oct 9, 2025
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26 changes: 26 additions & 0 deletions packages/@webex/contact-center/src/cc.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -704,12 +704,38 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
module: CC_FILE,
method: METHODS.CONNECT_WEBSOCKET,
});

// Track successful Mercury connection
this.metricsManager.trackEvent(
METRIC_EVENT_NAMES.WEBSOCKET_REGISTER_SUCCESS,
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Just an open question - should we track mercury metrics along with the other regular websocket metric events?
Or should we have a separate metric for this?

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i thought this is specifc to the contact center socket and has nothing to do with mercury, calling one is different not sure how they would work here

{
connectionType: 'mercury',
agentId: this.agentConfig?.agentId,
},
['operational']
);
})
.catch((error) => {
LoggerProxy.error(`Error occurred during mercury.connect() ${error}`, {
module: CC_FILE,
method: METHODS.CONNECT_WEBSOCKET,
error,
});

// Track Mercury connection failure
this.metricsManager.trackEvent(
METRIC_EVENT_NAMES.WEBSOCKET_REGISTER_FAILED,
{
connectionType: 'mercury',
error: error?.toString() || 'Mercury connection failed',
errorMessage: error?.message || 'Unknown error',
agentId: this.agentConfig?.agentId,
},
['operational']
);

// Note: Not throwing here as Mercury connection failure shouldn't block
// the overall registration, but it will prevent WebRTC calling
});
}
if (this.$config && this.$config.allowAutomatedRelogin) {
Expand Down
1 change: 1 addition & 0 deletions packages/@webex/contact-center/src/metrics/constants.ts
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Expand Up @@ -84,6 +84,7 @@ export const METRIC_EVENT_NAMES = {
FETCH_BUDDY_AGENTS_FAILED: 'Fetch Buddy Agents Failed',
WEBSOCKET_REGISTER_SUCCESS: 'Websocket Register Success',
WEBSOCKET_REGISTER_FAILED: 'Websocket Register Failed',
WEBSOCKET_CONNECTION_ERROR: 'Websocket Connection Error',
AGENT_RONA: 'Agent RONA',
AGENT_CONTACT_ASSIGN_FAILED: 'Agent Contact Assign Failed',
AGENT_INVITE_FAILED: 'Agent Invite Failed',
Expand Down
15 changes: 15 additions & 0 deletions packages/@webex/contact-center/src/services/core/websocket/WebSocketManager.ts
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Expand Up @@ -7,6 +7,8 @@ import LoggerProxy from '../../../logger-proxy';
import workerScript from './keepalive.worker';
import {KEEPALIVE_WORKER_INTERVAL, CLOSE_SOCKET_TIMEOUT, METHODS} from '../constants';
import {WEB_SOCKET_MANAGER_FILE} from '../../../constants';
import MetricsManager from '../../../metrics/MetricsManager';
import {METRIC_EVENT_NAMES} from '../../../metrics/constants';

/**
* WebSocketManager handles the WebSocket connection for Contact Center operations.
Expand Down Expand Up @@ -137,6 +139,19 @@ export class WebSocketManager extends EventEmitter {
`[WebSocketStatus] | event=socketConnectionFailed | WebSocket connection failed ${event}`,
{module: WEB_SOCKET_MANAGER_FILE, method: METHODS.CONNECT}
);

// Track WebSocket connection error in metrics
MetricsManager.getInstance({webex: this.webex}).trackEvent(
METRIC_EVENT_NAMES.WEBSOCKET_CONNECTION_ERROR,
{
error: event?.toString() || 'WebSocket connection error',
errorType: event?.type || 'unknown',
connectionUrl: this.url || 'unknown',
onlineStatus: navigator.onLine,
},
['operational']
);

reject();
};

Expand Down
38 changes: 31 additions & 7 deletions packages/@webex/contact-center/src/services/task/index.ts
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Expand Up @@ -212,10 +212,33 @@ export default class Task extends EventEmitter implements ITask {
method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
interactionId: this.data.interactionId,
});
await this.wrapup({
wrapUpReason: defaultWrapupReason.name,
auxCodeId: defaultWrapupReason.id,
});
try {
await this.wrapup({
wrapUpReason: defaultWrapupReason.name,
auxCodeId: defaultWrapupReason.id,
});
} catch (error) {
// Track auto-wrapup failure metrics
this.metricsManager.trackEvent(
METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,
{
taskId: this.data?.interactionId,
wrapUpCode: defaultWrapupReason.id,
wrapUpReason: defaultWrapupReason.name,
isAutoWrapup: true,
error: error.toString(),
errorMessage: error?.message || 'Auto-wrapup failed',
},
['operational', 'behavioral', 'business']
);

LoggerProxy.error(`Auto-wrapup failed: ${error}`, {
module: TASK_FILE,
method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
interactionId: this.data?.interactionId,
error,
});
}
});
}
}
Expand Down Expand Up @@ -394,7 +417,7 @@ export default class Task extends EventEmitter implements ITask {
taskId: this.data.interactionId,
error: error.toString(),
...taskErrorProps,
...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details as Failure),
...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error?.details as Failure),
},
['operational', 'behavioral', 'business']
);
Expand Down Expand Up @@ -438,6 +461,7 @@ export default class Task extends EventEmitter implements ITask {
return Promise.resolve();
} catch (error) {
const err = generateTaskErrorObject(error, METHODS.TOGGLE_MUTE, TASK_FILE);

throw err;
}
}
Expand Down Expand Up @@ -496,10 +520,10 @@ export default class Task extends EventEmitter implements ITask {
this.metricsManager.trackEvent(
METRIC_EVENT_NAMES.TASK_DECLINE_FAILED,
{
taskId: this.data.interactionId,
taskId: this.data?.interactionId,
error: error.toString(),
...taskErrorProps,
...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error?.details || {}),
},
['operational', 'behavioral']
);
Expand Down
1 change: 1 addition & 0 deletions packages/@webex/contact-center/test/unit/spec/cc.ts
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Expand Up @@ -426,6 +426,7 @@ describe('webex.cc', () => {
{
module: CC_FILE,
method: 'connectWebsocket',
error: mockError,
}
);
expect(connectWebsocketSpy).toHaveBeenCalled();
Expand Down
49 changes: 48 additions & 1 deletion packages/@webex/contact-center/test/unit/spec/services/core/websocket/WebSocketManager.ts
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Expand Up @@ -74,6 +74,8 @@ describe('WebSocketManager', () => {

mockWebex = {
request: jest.fn(),
once: jest.fn(),
ready: false,
} as unknown as WebexSDK;

mockWorker = {
Expand Down Expand Up @@ -234,6 +236,51 @@ describe('WebSocketManager', () => {
);
});

it('should track metrics on WebSocket error event', async () => {
const subscribeResponse = {
body: {
webSocketUrl: 'wss://fake-url',
},
};

(mockWebex.request as jest.Mock).mockResolvedValueOnce(subscribeResponse);

// Mock MetricsManager
const mockMetricsManager = {
trackEvent: jest.fn(),
};

const MetricsManagerModule = require('../../../../../../src/metrics/MetricsManager');
jest.spyOn(MetricsManagerModule.default, 'getInstance').mockReturnValue(mockMetricsManager);

// Mock navigator.onLine to be true for this test
Object.defineProperty(global, 'navigator', {
value: {
onLine: true,
},
configurable: true,
});

await webSocketManager.initWebSocket({ body: fakeSubscribeRequest });

const errorEvent = new Event('error');
Object.defineProperty(errorEvent, 'type', { value: 'error', writable: false });

MockWebSocket.inst.onerror(errorEvent);

// Verify metrics tracking was called
expect(mockMetricsManager.trackEvent).toHaveBeenCalledWith(
'Websocket Connection Error',
{
error: '[object Event]',
errorType: 'error',
connectionUrl: 'wss://fake-url',
onlineStatus: true,
},
['operational']
);
});

it('should handle WebSocket message event with AGENT_MULTI_LOGIN', async () => {
const subscribeResponse = {
body: {
Expand Down Expand Up @@ -371,4 +418,4 @@ describe('WebSocketManager', () => {
{ module: WEB_SOCKET_MANAGER_FILE, method: 'webSocketOnCloseHandler' }
);
});
});
});
1 change: 1 addition & 0 deletions packages/@webex/contact-center/test/unit/spec/services/task/index.ts
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Expand Up @@ -1381,6 +1381,7 @@ describe('Task', () => {
interactionId: task.data.interactionId,
});
});


describe('AutoWrapup initialization tests', () => {
beforeEach(() => {
Expand Down
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