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?

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