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 268 ·Updated 2 days ago
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 14 ·Updated Yesterday
Service , Metadata , Service Cloud Console , Flow , Process Builder , LiveMessage , Omni-Channel
Intermittently, Messaging Session record creation fails to save when a triggered via Process Builder or Flow using the 'MessagingNotification' action
In Review ·Reported By 20 ·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 6 ·Updated Yesterday
Service , Service Cloud Console , Lightning , Omni-Channel
Tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh
In Review ·Reported By 11 ·Updated 2 days ago
Live Agent , Lightning , Omni-Channel
When Offline chat is enabled, the most recent contact is linked to the case when multiple contacts present with the same email address.
In Review ·Reported By 3 ·Updated Yesterday
In Status Based Model, the skills for offline routed work is not displayed in Omni Supervisor
In Status Based Model, the skills for offline routed work is not displayed in Omni Supervisor
In Review ·Reported By 1 ·Updated Yesterday
On-insert context, Agent Work triggers do not fire when Status Based Capacity model Omni work is directly assigned from an Omni queue to an agent
In Review ·Reported By 1 ·Updated 3 days ago
lightning:omniChannelWorkloadChanged params are shown in float not in integer when User has backlog of records.
In Review ·Reported By 1 ·Updated 10 days ago
Setting language in Embedded Service Deployment does not consistently translate chat labels properly
Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...
Fixed - Spring '20 ·Reported By 51 ·Updated 11 days ago
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