Chats appear to be assigning to more than one agent at a time when using Omni Channel widget
Trailblazer Community

Known Issues · Fixed

Chats appear to be assigning to more than one agent at a time when using Omni Channel widget

Live Agent

Last updated 2018-03-30 ·Reference W-3387041 ·Reported By 20 users

Fixed - Summer '17

Summary
You may see that a chat is being routed to another Agent while the first Agent is still engaged in the chat.

Repro
You'll need 2 environments (desktop + laptop for example)

- agent 1 login in omni widget in your laptop
- start a chat and agent 1 accept it
- agent 2 login in omni widget in your desktop
- in agent 1 laptop, disable the wifi/network and wait until the chat is rerouted to agent 2.
- agent 2 accept chat
- agent 1 reconnect to wifi/network

--> actual behavior:
agent 1 has been reinitialized but he is still able to continue to chat

--> expected behavior
agent 1 should see the current chat as ended

Workaround
Route chats through Live Agent widget for the time being.

Reported By (20)

Mike Nassar Adi Sundaram Michael Richmond Hamish Cameron Dane K Mikayla Gimelli Michael Bessels Farrah Greig Lisa Eason Kalpita Talwadekar Santosh Kumar David Allen Shobha Srinivasan Adi Sundaram Kyla Longe Christopher Bruens Griffin Warburton Juned Khan Pooja Senpal Mike Durham

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP24 AP25 AP26 AP27 AP28 AUS1 AUS11 AUS23 AUS26S AUS24S AUS22S AUS2S AUS27 AUS25 AUS3 AUS43 AUS4S AUS5 AUS6S AUS7 AUS9 BRA1 BRA2S BRA4S CAN1 CAN17 CAN11 CAN2S CAN4S CAN6S CAN8S CS1 CS2 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS123 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS137 CS138 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS167 CS166 CS16 CS169 CS165 CS160 CS173 CS17 CS172 CS170 CS171 CS174 CS18 CS189 CS194 CS192 CS193 CS190 CS191 CS199 CS197 CS19 CS198 CS196 CS195 CS20 CS209 CS200 CS202 CS201 CS203 CS21 CS219 CS218 CS217 CS216 CS215 CS214 CS213 CS212 CS211 CS210 CS22 CS220 CS23 CS234 CS24 CS25 CS26 CS27 CS28 CS29 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS53 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS99 DEU1 DEU2S DEU4S EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU37 EU38 EU39 EU40 EU41 EU42 EU43 EU44 EU45 EU46 EU47 EU48 FRA1 FRA2S FRA4S IND1 IND18S IND16S IND15 IND13 IND11 IND23 IND2S IND3S IND4S IND5 IND6S IND7 IND9 JPN1 JPN12S JPN10S JPN2S JPN3 JPN4S JPN5 JPN6S JPN7 JPN8S NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA149 NA146 NA147 NA148 NA154 NA158 NA159 NA153 NA151 NA155 NA152 NA150 NA156 NA161 NA163 NA167 NA160 NA166 NA165 NA169 NA164 NA168 NA162 NA172 NA170 NA174 NA171 NA173 NA196 NA207 NA204 NA206 NA208 NA209 NA21 NA218 NA214 NA217 NA215 NA211 NA212 NA213 NA210 NA65 NA70 NA71 NA75 NA80 NA81 NA82 NA83 NA84 NA85 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 SGP2S SGP4S UM1 UM2 UM3 UM4 UM5 UM6 UM7 UM8 UM9 USA1 USA18S USA16S USA10S USA2S USA3S USA7 USA8S

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