Known Issues · Omni-Channel

When a user that belongs to a Call Center, they will see a grey box in the background of the Status column in Omni supervisor in Classic Console

Omni-Channel

When a user that belongs to a Call Center is viewing the Agents tab in Omni Supervisor in Classic console, they will see a gray background image in the Status column

In Review ·Reported By 2 ·Updated Today

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

Omni-Channel

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 3 ·Updated Yesterday

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...

In Review ·Reported By 1 ·Updated Yesterday

Duplicate Rules causing records to not create via Snap-Ins even when they are set up to allow duplicate record creation

Service Cloud Console , Omni-Channel

Duplicate Rules that are set up to allow duplicate record creation are causing issues with Snap-Ins Prechat that is supposed to create records. Intermittently these records will not create in their org.

In Review ·Reported By 2 ·Updated 6 days ago

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 12 ·Updated 7 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 8 ·Updated 9 days ago

PendingServiceRouting is getting deleted when the case owner changed from user to queue & SBR is enabled

Omni-Channel

PendingServiceRouting is getting deleted when the case owner changed from user to queue & SBR is enabled

Fixed - Summer '19 ·Reported By 23 ·Updated 12 days ago

Work items do not route when automation tries to access AgentWork.OriginalQueueId field

Service , Live Agent , Omni-Channel

Triggers, flows, and processes fail when the Automated Process user attempts to access AgentWork.OriginalQueueId field.

Fixed - Summer '19 ·Reported By 8 ·Updated 12 days ago

Snap in chat code fails validation when using Validator.w3.org

Service , Live Agent , Service Cloud Console , Omni-Channel

When we enable snaps-ins in an org and add the snap-ins to a lightning community and then validate the HTML after parsing the Js in the Validator.w3.org we see errors.

Fixed - Summer '19 ·Reported By 1 ·Updated 12 days ago

ServiceResource/ServiceResourceSkill not seen on Classic setup tree if Field Service Lightning is disabled

Sales and Marketing , Field Service , Omni-Channel

The ServiceResource/ServiceResourceSkill objects are not seen on Classic setup tree if Field Service Lightning is disabled and Omni Skill-Based Routing is enabled.

Fixed - Summer '19 Patch 2.0 ·Reported By 0 ·Updated 12 days ago

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