• Review the history of the Connector metrics. For more information, refer to Metrics. Make sure that you review the values of the following metrics:

◦ cxserver.protocol.emessage.emessagesProcessed — Use this metric to understand if the Connector is processing the agent messages. If the value of this metric does not increase, it means that the Connector has some issues in processing messages.

◦ cxserver.protocol.emessage.requestDuration — Use this metric to monitor degradation over time. If the metric spikes over time (and does not return to a steady state), it means that the Connector has some issues in processing messages.

• Review the Connector logs to determine if any exceptions are present. If exceptions are present, refer to Exceptions Observed in the Log for eMessage Connector.

• Capture thread dumps. For more information, refer to Capturing Thread Dumps.

• Capture a heap dump and check for a potential memory issues.