Known Issues · Omni-Channel
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 26 ·Updated 2 days ago
Calls complete, but still display aging stuck in the queue
Omni-Channel , Service Cloud Voice
In some cases, inbound calls appear to be stuck in queue, and can be seen in the Queue Backlog tab from Omni-Supervisor. These records when viewed have been actioned and are marked "complete", even though they still show and continue to age indefinitely. This is caused because of a race condition...
Scheduled - Spring '23 ·Reported By 13 ·Updated Today
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 12 ·Updated Yesterday
Presence configuration can create Presence status mismatch between Omni and Amazon Connect
Omni-Channel , Service Cloud Voice
It has been observed that in some instances Presence configuration can change Agents status in Omni while on a call, this can cause a mismatch between Omni and Amazon Connect once the Call ends. -As Amazon returns you to Available -Omni will default back to your most recent status
In Review ·Reported By 4 ·Updated Today
Service , Live Agent , Omni-Channel , Einstein Bots
Intermittently the Auto Greeting is not showing even after adding the Auto Greeting message within the Chat Agent Configuration and Chat Button, when chats are transferred from bot to agent.
In Review ·Reported By 10 ·Updated 2 days ago
Service , Live Agent , Service Cloud Console , Omni-Channel
Agents are unable to change ownership of an object that was previously routed through Omni when the current owner is a non Omni queue and the routing configuration has been removed from the previously used queue. ACTUAL RESULT ----------------- Users cannot change ownership of the object EXPECTED...
In Review ·Reported By 0 ·Updated Today
On the chat visitor side, when a chat is ongoing, if the agent sends messages while the user is on a different tab, the tab flashes with the unread message count. If the visitor clicks the button, and scrolls down to read all the unread messages, the flashing notification should stop but it conti...
In Review ·Reported By 7 ·Updated 2 days ago
Industries CPQ - Assets Based Ordering - Bulk Update/Change to Order
Asset Based Ordering - Bulk change to order When Assets from same groups are changed to Order, it creates suborders and chaining of orders
In Review ·Reported By 1 ·Updated 2 days ago
Declined Agent Work can remain stuck in the agent's omni widget when it hits the push timeout
Sometimes AgentWork can remain with the same agent even though the request has hit the push timeout
In Review ·Reported By 0 ·Updated 6 days ago
Omni supervisor cannot see offline agents when filtered by Assigned Queue and queue members are assigned to the queue through a public group membership
In Review ·Reported By 2 ·Updated 7 days ago
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