Agent changing presence status while a work item is being routed to the same agent could cause locks
Last updated 2020-12-02 ·Reference W-7916982 ·Reported By 2 users
When an Omni Agent is switching to Offline or Busy Presence Status at the same time a work item is being routed to them, and they have Auto-accept enabled via their Presence Configuration, it can lead to row locks.
Enable and configure Omni to route work and have it auto-accepted by the Agent
Insert a record into the Omni Queue
It attempts to route to the Agent
Have the Agent go offline or busy via their widget
The record gets locked and does not route successfully
Is it Fixed?
Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.