Known Issues · 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
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
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
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
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
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 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
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
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
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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