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 195 ·Updated 2 days ago
Service Cloud Voice callback feature causing agents to be logged out of Omni-Channel
When Service Cloud Voice callbacks is enabled, callbacks aren't pushed correctly to an agents queue. Due to this, the agent sees an error message in the Omni-Channel widget "You can make and receive calls, but some features aren't working right now". After 20 seconds the agent is logged out of Omini...
Scheduled - Summer '21 ·Reported By 4 ·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 1 ·Updated Yesterday
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 2 ·Updated 2 days ago
SDK Android: User logging out on mobile app will not kill the minimized chat window
Mobile , Live Agent , Omni-Channel , Spring 21
With IOS SDK, On starting a successful chat and interacting with an agent from the mobile app. If the agent ends the chat and the visitor minimize the chat window and log out of the app. The minimized chat window kills automatically. Whereas with Embedded Android SDK, If the agent ends the chat and...
In Review ·Reported By 1 ·Updated 2 days ago
Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
When using Chat with Bots the End Time field value for Chat Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat. The date/time is being set to the time that the first agent declines rather than the expected date/time for when the chat...
In Review ·Reported By 1 ·Updated 2 days ago
Past chats component on chat transcript record page does not sort past chats in chronological order
The standard "Past Chats" component on Live Chat Transcript records is not displaying the past chats on chronological order.
In Review ·Reported By 7 ·Updated 3 days ago
Direct-To-Agent chat fails to route to the agent intermittently due to losing the state
When a page is configured to route chats directly to a specific agent, intermittently, chat is not routed to the agent event though the agent is available. The chat will be in the queue backlog and waiting there for agent availability.Finally, fails with unavailability reason which is due to losing state...
Scheduled - Summer '21 ·Reported By 5 ·Updated 3 days ago
Status-Based Capacity not accurately evaluated when status changes to Busy
When using Status-based capacity model, capacity should be released whenever the work is in a "Completed" status. Under certain circumstances the Agent capacity is not released.
Scheduled - Summer '21 ·Reported By 4 ·Updated 3 days ago
Status Based Capacity may not show all work items if Capacity is set above above 20
Currently, with Status-Based Capacity, it is possible to assign up to 40 distinct items of work to an Agent, but when they log in they will only see 20. If the Capacity set on the Presence Configuration is 40, this behavior can cause work assignment to increase beyond the set Capacity. The fix...
In Review ·Reported By 13 ·Updated 4 days ago
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