Known Issues · Omni-Channel

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 23 ·Updated Yesterday

Lightning console - When Agent Sneak Peek is enabled, and an agent is in the middle of typing a response and the visitor ends a chat, an error appears

Service , Live Agent , Lightning , Omni-Channel

If an agent using Lightning Console is in the middle of typing a message and the visitor ends the chat, if Agent Sneak Peek is enabled, a lightning error message will appear with this content: Uncaught Action failed: runtime_service_liveagent:chatApi$controller$handleAgentSneakPeek [Cannot read property...

Scheduled - Spring '20 ·Reported By 15 ·Updated Yesterday

Chat window scrolls up/down rapidly in Chrome with zoom

Live Agent , User Interface , Communities , Omni-Channel , Einstein Bots

In Google Chrome, with the zoom set to anything other than 100%, and the Display Settings scaling set to 100%, the Chat window in Community jumps up and down after scrolling down part way. Actual Result: After scrolling down just enough to hide the Chat header, the scroll starts jumping up and...

In Review ·Reported By 3 ·Updated Yesterday

New!Supervisor lowering a Flag raised by an Agent does not modify the number on the "Assistance Flags Lowered (Supervisor)" field in the Chat Session


The "Assistance Flags Lowered (Supervisor)" field in the Chat Session object remains set to zero, even if the Supervisor did lower the flag.

In Review ·Reported By 0 ·Updated Yesterday

Omni-Channel Supervisor and Quick Text tab access listed twice under settings in Winter '20 Orgs

Service Cloud Console , Omni-Channel , Winter 20

Customers who are looking to utilize the Omni Supervisor Feature and/or Quick Text may notice that there are two of these listed under Tab Settings in Profiles/Permission Sets.

In Review ·Reported By 4 ·Updated 4 days ago

Chats cancelled mid-transfer from an Embedded Service Web Chat Deployment are not properly ended

Service Cloud Console , Omni-Channel

Chats that are ended mid-transfer from an Embedded Service Chat Deployment are still being routed via Omni-Channel. They will also show in the Omni Supervisor Panel as a pending chat.

In Review ·Reported By 1 ·Updated 4 days ago

Community users are not able to create cases with "An Apex error occurred: System.QueryException: sObject type 'ServiceChannel' is not supported"

Apex , Omni-Channel

Community users are not able to create cases when using Skills Based routing for Omni Channel.

Scheduled - Spring '20 ·Reported By 1 ·Updated 5 days ago

When navigating between pages quickly and chatting an agent (embedded services), the chat can disconnect

Service , Live Agent , Omni-Channel

A visitor is disconnected from chat if moving between web pages rapidly.

Scheduled - Spring '20 ·Reported By 6 ·Updated 6 days ago

Active Time displaying as null within reports if agents log into Omni-Channel from another browser window

Service Cloud Console , Omni-Channel

When agents open a second browser by either duplicating their window or opening another window and signing into Omni-Channel while working on a work item, the active time will display as null for that work item via reporting.

In Review ·Reported By 0 ·Updated 6 days ago

Omni-Channel My Work List not updated to reflect current work if case is changed using a flow action

Flow , Lightning , Omni-Channel

If a user logged into Omni-Channel has a case currently assigned in the "My Work" list. Calling a flow action via a button url, to change the information of the case, is then not reflected in the My Work list on case Close

In Review ·Reported By 5 ·Updated 7 days ago

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