Salesforce Known Issues
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Known Issues · Omni-Channel

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting” Note: There are other ways in which transcripts can become stuck with a status of "In Progress" or...

In Review ·Reported By 246 ·Updated 6 days ago

WorkItem is seen under both agents when skills updated from an Apex class and capacity of both the agents is observed to be consumed


When skills of a workitem are changed, ownership of the work item is changed and routed to next available engineer through omni, the record is visible in both the Users My Work tab in Omni widget and Omni Supervisor. It also consumes both agents' capacity

In Review ·Reported By 11 ·Updated Today

Chat : Single contact is attached to the transcripts when two chat with different details are initiated almost simultaneously in the same browser

Live Agent , Omni-Channel

When a user initiates two chats, one immediately after the other, in two tabs in the same browser, a single entity (for example the contact or a case) is created and attached to the transcripts, regardless of pre-chat details provide. ACTUAL RESULT The two chats are with the same contact EXPECTED...

In Review ·Reported By 2 ·Updated Yesterday

New!Omni Supervisor- Both Classic and lightning Tabs settings need to be set to to Default On to be visible in Lightning

Live Agent , Omni-Channel

Users can't view Omni Supervisor tab in Lightning if only Omni Supervisor is set to Default On in the user profile tab settings.

In Review ·Reported By 1 ·Updated Yesterday

New!Agents may face error while uploading any file type to whatsApp conversation

Messaging , LiveMessage , Omni-Channel

Agents may intermittently face Javascript error Id -718058399 while uploading any file type to whatsApp conversation: Uncaught Action failed: runtime_service_livemessage:selectFileButton$controller$onFileUpload [cmp.find(...).upload is not a function]

In Review ·Reported By 1 ·Updated Yesterday

Queues with multiple objects types stop routing even if the agents are available.


When customers use a queue that support multiple objects (for eg, cases and chats), then omni will stop routing objects of one type if there are multiple PSRs stuck in front of the queue of the other type.

In Review ·Reported By 7 ·Updated 2 days ago

Agent Work not closed after Reassignment


When the agent in handling a Case and changes from UI the Owner to the Queue, the Case is not removed from his omni widget.

In Review ·Reported By 3 ·Updated 2 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 2 ·Updated 2 days ago

Skills based chat transfer without selecting a skill end the chat.


When using Skills Based routing, transferring a chat without selecting a skill end the chat.

In Review ·Reported By 1 ·Updated 2 days ago

"Double scroll bar" appears when there are more than 11 presence statuses are assigned to a user in Omni


Double scroll bar" appears when there are more than 11 presence statuses are assigned to a user in Omni Channel in Mozilla Firefox browser version: 88.0.1 (64-bit)

In Review ·Reported By 0 ·Updated 2 days ago

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