Summer'19 Issues with Live Agent chat transfer from one skill to another skill- chat widget shows "N/A"
Last updated 2019-10-12 ·Reference W-6138024 ·Reported By 12 users
When a Live Agent-routed chat is transferred to another skill and received by an agent that doesn't have the original skill (the skill of the button the chat came in on), that agent's chat notification shows "N/A" instead of button name - Observed in Summer'19
-Configure an org with Live Agent enabled
-Create two Live Agent skills (eg. English and Spanish)
-Create two agents that can receive Live Agent chats (call them Agent A and Agent B)
-Assign the English skill to Agent A, and the Spanish skill to Agent B (Agent A can have Spanish, but Agent B must NOT have English)
-Create a test chat button that uses Live Agent routing and the English skill
-Enable transfers for agents
-Go online with both agents and submit a test chat. It should go to Agent A.
-Have a Agent A transfer the chat to the Spanish skill
--When the chat arrives in Agent B's widget, you'll see the button name for the chat in their widget shows "N/A"
Is it Fixed?
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