If routing fails to finalize, transcript owner stays as the agent instead of auto proc.
Last updated 2020-01-23 ·Reference W-5364902 ·Reported By 5 users
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.
1. Request an omni chat
2. in RoutingResultHandler, pause the routing at the callback from calling core(rest/work_routed)
3. cancel the chat
4. resume the routing
5. it'll fail at finalizing the routing due to the missing chasitor and log msg ROUTE_ABANDONED_CHANNEL_FINALIZE_ROUTE_FAILED
The chat is not routed to the agent but the transcript owner is set to the agent instead of "auto proc"
Is it Fixed?
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