Known Issues · Omni-Channel
Service Cloud Console , Omni-Channel
Picklist fields on prechat or offline support forms that have only a subset of values associated with the relevant record type of the record are not filtered correctly when shown on the form. The form instead will show all values for that picklist field.
In Review ·Reported By 55 ·Updated 2 days ago
Messaging sessions are intermittently not routing through Omni-Channel
Messaging , LiveMessage , Omni-Channel
When a customer sends in a message that is sent to a queue that routes through Omni-channel, the message is not routed through omni although the messaging session is created. This issue can be intermittent
In Review ·Reported By 62 ·Updated 3 days ago
Cases are routed to agents with required skills using the "Route work" action of a screen flow. When the flow is executed by a non-admin user, it causes the error "This Route Work invocable action did not create a valid Pending Service Routing."
In Review ·Reported By 32 ·Updated Today
SUMMARY: Omni supervisor agent timeline doesn't show agent statuses or work that ended on the selected date if they started on the previous day - Actual Result Statuses and work that started the previous day but end on the current day are not shown - Expected Result. Statuses and work that started...
No Fix ·Reported By 6 ·Updated Yesterday
Agent Presence Status not syncing with Amazon connect
Omni-Channel , Service Cloud Voice
Available agents are not appearing inside the Agents(Available) filter inside the Omni widget when the "Add Caller" button is being used. When an agent is trying to check for the available agent the agent is available in Omni, but not available in Agents(Available)tab
Scheduled - Summer '23 ·Reported By 12 ·Updated 2 days ago
URL in email split and rendered as a rich link.
Live Agent , Messaging , Omni-Channel
Email when present along with a long text results in the text being escaped and only the email being sent
Scheduled - Summer '23 ·Reported By 3 ·Updated Yesterday
Size of Agent Timeline in Omni Supervisor is incorrectly calculating for Auto Zoom
Size of Agent Timeline in Omni Supervisor is incorrectly calculated for Auto Zoom. Auto Zoom is meant to fit the contents of the timeline into the screen without requiring scrolling. But no matter how many hours you choose, if your window isn't very big it requires scrolling. Furthermore, sometimes...
No Fix ·Reported By 3 ·Updated Yesterday
New!Messaging In-App and Web showing incorrect Messaging Session Status
Service , Messaging , Service Cloud Console , Omni-Channel
Messaging In-App and Web showing incorrect Messaging Session Status
In Review ·Reported By 1 ·Updated Today
When switching between different apps which contains OMNI utility component in Lightning from the App Launcher, an error is thrown for a couple of seconds then disappears in firefox browser.
No Fix ·Reported By 2 ·Updated Yesterday
Voice "Favorites" not rendering for AddCaller button
Omni-Channel , Service Cloud Voice
It has been observed that the favorites list is not displaying correctly for AddCaller. The list is saved, however on fresh login or after refreshing the page this may not populate.
In Review ·Reported By 1 ·Updated 2 days ago
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