Our omni supervisor queue backlog shows cases that are assigned to user from queue. It supposed to show only the cases owned by queue, not cases owned by users.

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In the above picture TCAP Escalation is queue which is correct But Gandy Flores is a user.

Anybody know the reason for this behavior.

Thank you, Thiru

1 Answer 1


We have to delete PSR records to resolve this issue. Raise a case to Salesforce and they will delete the records for you.

Thank you, Thiru

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