Known Issues · Omni-Channel
Omni supervisor does not remove status-based capacity work on work closure if a supervisor config is in use
In Review ·Reported By 9 ·Updated Yesterday
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 211 ·Updated 6 days ago
Embedded Service Snap-In button for offline support incorrectly displays agent available text
Service , VisualForce , Live Agent , Service Cloud Console , Lightning , Omni-Channel
When no agents are available and a chat visitor clicks on the offline support chat button to submit an offline support form if, in a short timeframe they close the offline form window without submitting the form, the text on the minimized component incorrectly displays text as if agents are online. However,...
In Review ·Reported By 14 ·Updated 3 days ago
Capacity is not released when work has been transferred
Under certain circumstances the agent capacity is not released once the work has been transferred.
In Review ·Reported By 22 ·Updated 4 days ago
Delay observed in work showing up in omni widget in some orgs
In certain orgs, there is a 5-7 second delay observed between the chat upsert and work showing up on omni widget.
In Review ·Reported By 7 ·Updated 5 days ago
Chats do not route with Skills-Based Routing Rules if the skills are configured as Additional Skills
Live Agent , Service Cloud Console , Omni-Channel
In Omni skill-based routing, if the additionals skills flag is enabled in the routing rule then the chats are not getting routed to agents.
In Review ·Reported By 3 ·Updated 5 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...
In Review ·Reported By 51 ·Updated 9 days ago
Omni-channel becomes unresponsive when agent quickly accepts or declines 5+ work items
If an agent accepts or declines 5 or more work items in Omni-channel very quickly (for instance via auto-accept), the Omni client becomes unresponsive, not allowing the agent to change presence status and not releasing capacity when work tabs are closed.
In Review ·Reported By 35 ·Updated 10 days ago
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 16 ·Updated 10 days ago
Error 'Deploy Terminated' when you deploy a change set that contains more than 18 queues
- When customer deploy updating more than 18 Omni queues in a bulk update, a gack is thrown, preventing the update. - Customer validation passes but deploy fails with error stack trace error code: 1792645791
In Review ·Reported By 7 ·Updated 10 days ago
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