Known Issues · Omni-Channel

Omni-channel becomes unresponsive when agent quickly accepts or declines 5+ work items

Service , Omni-Channel

If an agent accepts or declines 5 or more work items in Omni-channel very quickly (for instance via auto-accept), the Omni client becomes unresponsive, not allowing the agent to change presence status and not releasing capacity when work tabs are closed.

In Review ·Reported By 10 ·Updated Today

Omni Supervisor displaying duplicate declined transferred-to-user chats

Service Cloud Console , Omni-Channel

Agents who use the transfer to agent feature for Live Agent/Omni-Channel Chats will notice that if the transfer times out and is returned to them, then duplicate entries will show in the Omni Supervisor Panel. No actual duplicate chats are created from this event as it is isolated to the Omni Supervisor...

Scheduled - Spring '20 ·Reported By 4 ·Updated Yesterday

Auto-accepting work vis Omni in Lightning Console while working a chat or messaging session causes focus on chat input to be lost

Live Agent , Lightning , LiveMessage , Omni-Channel

When agents are working on a chat and typing a message and another work item is delivered an auto-accepted by them, the console tab for that work opens in the background. However, focus on the chat entry UI component is lost, disrupting their ability to type chat messages until it is refocused.

In Review ·Reported By 3 ·Updated Yesterday

Chat details tab shows zero linked entity during chat transfer scenario when case is not created via prechat API

Apex , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

This issue surfaced during the agent to agent transfer 1) when a chat is transferred from bot to agent to another agent a.the parent case is created using a Bot action

No Fix ·Reported By 1 ·Updated Yesterday

Omni-Channel Supervisor panel is not displaying the true value for 'Agents at Capacity'

Service Cloud Console , Omni-Channel

For Omni-Channel Work Items that use a percentage of capacity the Omni-Channel Supervisor panel may show conflicting information around Agents at capacity if the defined percentage of capacity value is a decimal number (non-whole number).

In Review ·Reported By 0 ·Updated Yesterday

Chats in Classic Console using Omni Skills Based Routing showing Internal Server Error

Service Cloud Console , Omni-Channel

While utilizing Omni Skills Based Routing in Classic Console, agents may find themselves seeing an internal server error occurring. The chat connects successfully but the agent cannot respond to the customer.

In Review ·Reported By 14 ·Updated 6 days ago

Omni channel is getting disconnecting intermittently for chat agents

Service Cloud Console , Omni-Channel

Omni channel is getting disconnecting intermittently for agents and forcing to agents to re-login and its disconnecting ongoing chat and rerouted to other agents.

In Review ·Reported By 10 ·Updated 6 days ago

If a console app is configured to open a VF or record tab with every chat, it can fail to open if an Omni chat is also opening findOrCreate records

Live Agent , Omni-Channel

When a console app is configured to open a VF page or record with every chat (as configured in the app configuration), it can fail to happen if taking Omni chats that are also configured to open findOrCreate records (via prechat or deployment API). This only affects Classic console since that app setting...

No Fix ·Reported By 7 ·Updated 8 days ago

Auto-Greeting intermittently not displaying when utilizing Chat in Lightning Console

Service Cloud Console , Lightning , Omni-Channel

Lightning Console chats my sometimes not display the auto greeting set up via configuration. This is due to a race condition where the auto-greeting is sending before the chat log has loaded, therefore it will not render correctly.

In Review ·Reported By 14 ·Updated 10 days ago

Omni-routed work can become stuck as Assigned and not reroute to other available agents.


When an available agent is assigned work and logs into Omni from another browser just at the same moment, that work may not be transferred to the new session. When this happens, the AgentWork record remains stuck in 'assigned', the work record itself remains owned by the agent, and the work will not...

In Review ·Reported By 5 ·Updated 10 days ago

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