Known Issues · Omni-Channel

Agents that auto-accept work after coming online in Omni and quickly toggle between offline and online again will be disconnected soon after


If an agent auto-accepts Omni work soon after coming online, then goes offline quickly, then back online, auto-accepting another work item, will lead to disconnection error in Omni. This affects both classic and LEX consoles.

In Review ·Reported By 15 ·Updated 3 days ago

Connection Errors in Omni-Channel when Auto-Accept and Auto-Greetings are Enabled

Live Agent , Omni-Channel

When LiveAgent is configured to auto-accept with auto-greetings enabled, chats may intermittently disconnect at the beginning of the chat session.

In Review ·Reported By 1 ·Updated 4 days ago

Calling closeAgentWork on lightning:omniToolkitAPI for Omni chats doesn't properly end chat.

Live Agent , Lightning , Omni-Channel

In LEX console, if a customer has implemented a customization to call closeAgentWork from the lightning omniToolkitAPI on Omni chats, the chat is not ended, though the AgentWork is closed. Furthermore, while the chat has not ended, errors pop up when the agent tries to send messages or end the chat,...

In Review ·Reported By 4 ·Updated 7 days ago

Omni Widget and Omni Supervisor show time value for a work item's custom Date field


The Omni Widget and Omni Supervisor both show time value for a work item's custom Date field (not Date/Time field). Since the field is of type Date, it should only show the date and not the time. Issue occurs in both Classic and Lightning.

In Review ·Reported By 2 ·Updated 7 days ago

Record ID for Owner and Record Type shown in Omni Widget and Supervisor Panel

Service Cloud Console , Omni-Channel

When viewing work items in the Omni Widget and/or Supervisor Panel, agents and supervisors may notice that the work items will display record/owner IDs.

Scheduled - Spring '19 ·Reported By 3 ·Updated 13 days ago

Omni Routed Chats with long messages will cause transferred chats to flicker if using left side alignment via your console

Service Cloud Console , Omni-Channel

Agents may see transfers come in that contain large messages that will cause their console to flicker/jump up and down, making it very difficult to actually accept the chat. This works if your console components are set to the left side alignment.

In Review ·Reported By 6 ·Updated 17 days ago

If chasitor reestablishes network connection while their chat is waiting in queue, chat send button can become active.

VisualForce , Omni-Channel

If a chasitor is waiting in queue and they lose their network connection, but regain it before entirely losing their chat, they will be able to send messages even though an agent hasn't accepted it yet. This is happening only when a custom chat page is used on the chat button.

In Review ·Reported By 7 ·Updated 2018-10-18

If routing fails to finalize, transcript owner stays as the agent instead of auto proc.


For omni routed chats, if the work is routed but later fails to finalize routing to the agent due to various reasons, e.g. the chat was canceled by the chasitor, the transcript owner will be set as the agent instead of the auto proc.

In Review ·Reported By 1 ·Updated 2018-10-18

Omni Supervisor Panel not working correctly within Winter '19 Environments for Classic Console.

Service Cloud Console , Winter 19 , Omni-Channel

In the Winter '19 Release, some users may see the Omni Supervisor Panel being unresponsive when clicking on items or links to work records within the panel.

Fixed - Winter '19 Patch 8.1 ·Reported By 0 ·Updated 2018-10-16

Navigating away from Omni Supervisor in Lighting in Winter '19 Environments throws an error

Service Cloud Console , Winter 19 , Omni-Channel

When in the Omni Supervisor in Lighting for a Winter '19 org, navigating away from the the Supervisor Panel will throw and error.

Fixed - Winter '19 Patch 7.0 ·Reported By 6 ·Updated 2018-10-04

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