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 168 ·Updated 3 days ago
Work item not removed from Omni Widget if reassigned to a non-Omni queue
When Skill Based Routing is implemented in combination with Status based capacity, the Work record is not removed from the agent's omni widget and capacity is not released if the case is reassigned to a non-omni queue. When the same logic is tried with Attribute based routing, the work item is removed...
No Fix ·Reported By 12 ·Updated Yesterday
Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
Einstein Chatbots can supply links to users for a wide variety of uses. If a link is clicked within a Salesforce community that was supplied by the bot conversation, this will open a second community tab. As a result of this second tab opening, the chatbot in this tab will become unresponsive. This...
In Review ·Reported By 5 ·Updated 2 days ago
The request sound will not play in Omni Channel while auto-accepting work .
When work is being auto-accepted in Omni-Channel in Lightning Console, the request sound may not play.
Scheduled - Spring '21 ·Reported By 23 ·Updated 3 days ago
Chat Transcript stuck in a status of "In Progress"
Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots , Listviews
If in-line editing is available in a transcript list view that contains the Status field, users can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....
In Review ·Reported By 23 ·Updated 3 days ago
Cancelled chats can cause the transcript record to become stuck in a status of "In Progress"
Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
If a chasitor (chat visitor) cancels an Omni routed chat just as it's being accepted by an agent, there are circumstances where the transcript for that chat will get stuck in the "In Progress" status. Note: There are other ways in which transcripts can become stuck with a status of "In Progress"...
In Review ·Reported By 20 ·Updated 3 days ago
Service , Service Cloud Console , Omni-Channel , Einstein Bots
When a bot is configured to route a chat to a second queue because the agent receiving the initial transfer from a bot declines it (and no other agents are available in the first queue), the transfer to the second queue fails.
Fixed ·Reported By 10 ·Updated 3 days ago
Omni-routed work can become stuck as Assigned and not reroute to other available agents.
When an available agent is assigned work and logs into Omni from another browser just at the same moment, that work may not be transferred to the new session. When this happens, the AgentWork record remains stuck in 'assigned', the work record itself remains owned by the agent, and the work will not...
In Review ·Reported By 76 ·Updated 5 days ago
Live Agent , Communities , Omni-Channel , Einstein Bots
When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned. Actual Behavior: The avatar is displaying at the top-left with respect to the message and the message slides to the right. Expected Behaviour: Avatar should display on the bottom-left...
In Review ·Reported By 9 ·Updated 4 days ago
Unable to map field values to skills during Attribute Setup for Skills-Based Routing
Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots
During the mapping fields portion of the Attribute Setup for Skill-Based Routing process, if a field with a Data Type of Reference is selected to be mapped to an attribute, and there are a large volume of records for the object being referenced, the ability to select Field Values, Skills, Skill Level...
In Review ·Reported By 7 ·Updated 5 days ago
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