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We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week.

But today when we tested- if we add an agent to a queue

directly to the queue

OR

add to a public group which is assigned to queue,

I cannot see the queue against the agent in Omni-Supervisor console tab when agent is online and neither any case is routing to the agent from that queue.

Even If I remove the agent from an existing queue/ or remove agent from public group that is part of queue, I still see the queue listed against the agent in omni-supervisor.

I checked the user profile and they have the "Service Cloud" user license checked already - and as I said, everything was working fine a few days back.

Please advise.

  • Are you using omni supervisor to assign queue? Have you created service resource for that agent? – Pranay Jaiswal Nov 13 '19 at 16:41
  • Yes, everything was working fine earlier. – Pankaj Gupta Nov 13 '19 at 16:57
  • was there any profile level changes recently? is the new user of the same profile? – Pranay Jaiswal Nov 13 '19 at 17:04
  • it worked after we went offline and then online. Even refresh does not work. – Pankaj Gupta Nov 13 '19 at 18:58
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Turns out - it is some issue with Omni-Channel. Agents have to go offline and then online to see the change.

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