Chats appear to be assigning to more than one agent at a time when using Omni Channel widget
Last updated 2018-03-30 ·Reference W-3387041 ·Reported By 20 users
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.
Is it Fixed?
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