Troubleshooting Insights dashboards becoming inactive

Overview

Modern web browsers include a feature called inactive tab throttling. This helps improve performance and save battery life by reducing resource usage for background tabs (tabs that are open but not actively viewed). However, this feature can interfere with real-time data updates in our dashboards, causing them to display outdated information.

Why this happens

When a browser detects that a tab is inactive, it slows down or pauses JavaScript execution in that tab. Since our dashboards rely on JavaScript to update call center data in real time, inactive tab throttling can cause:

• Data updates to become slow or delayed

• Information displayed on the dashboard to become outdated

• Issues if multiple tabs are open and consuming significant CPU resources

If you experience these issues, you can configure your browser to keep our dashboard site always active.

Preventing tabs becoming inactive

You can prevent tabs becoming inactive by adjusting your browser settings to allow our site to stay active. Follow the links below for official documentation from Google Chrome and Microsoft Edge.

Google Chrome

In Chrome, you need to add our URL to the Always keep these sites active section, which can be found under General within Performance settings.

For the most up-to-date steps, see Keep specific sites active in Personalise Chrome performance (Google Chrome help).

Microsoft Edge

In Edge, you need to add our URL to the Never put these sites to sleep section, which can be found under Optimise Performance within System and performance settings.

For the most up-to-date steps, see Sleeping tabs in Learn about performance features in Microsoft Edge (Microsoft Edge help).

By following these steps, you can ensure that your dashboard remains up to date, even when running in a background tab.