Known Issues · Omni-Channel

New!Snap-Ins not working for Developer Orgs with Namespaces

Live Agent , Communities , Omni-Channel

When creating a Developer Org and including a Namespace for this org, Snap-Ins will not work even if the configurations are set up properly.

In Review ·Reported By 0 ·Updated Yesterday

The compact layout used by the Omni Widget and Omni Supervisor shows the API Names of picklist values instead of the Label

Live Agent , Omni-Channel

If a picklist field is set into the compact layout of an object that Omni routes, it will show the API names of its values in the Omni Widget and Omni Supervisor

Scheduled - Spring '19 ·Reported By 4 ·Updated 7 days ago

When Agent moves the cursor in the Omni live chat to the middle of the sentence and hits enter it inserts a line break and sends the text

Live Agent , Omni-Channel

When an agent using Lightning Console is working on a chat, types a message, and places their cursor in the middle of the message and hits enter, the message is sent to the chasitor but a new line is also inserted into the message.

Fixed - Winter '19 Patch 2.0 ·Reported By 6 ·Updated 10 days ago

External Routed chats are intermittently experiencing a delay in routing

Live Agent , Omni-Channel

When using Omni External Routing, you may notice that AgentWork is taking an extensive amount of time to insert, which results in a delay of the chat routing to an available Agent. This is due to a query performance issue we've identified while the operation is querying the UserServicePresence o...

Fixed - Winter '19 ·Reported By 4 ·Updated 10 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.

In Review ·Reported By 3 ·Updated 20 days ago

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 0 ·Updated 20 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...

In Review ·Reported By 7 ·Updated 22 days ago

Stuck sessions impacting Omni Supervisor Panel and Omni Routed Buttons

Service Cloud Console , Omni-Channel

Under certain conditions, sessions tied to Agents working within the console will become stuck via our routing engine, even though this is showing as deleted via our Service Cloud Real Time Servers. This will lead to variety of issues like duplicates of users showing up in the Omni Supervisor Panel...

Fixed in version Live Agent Summer '18 Patch 17.0 ·Reported By 21 ·Updated 27 days ago

On cascade delete of AgentWork, there is no notification/event generated via streaming api


On cascade delete of AgentWork, there is no notification/event generated via streaming api.

In Review ·Reported By 2 ·Updated 27 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 5 ·Updated 2018-08-15

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