RocketChat / RocketChat/Rocket.Chat

Omnichannel new request attribution when offline

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#31,474 2 comments 0 reactions 1 assignee View on GitHub

@KevLehman is already working on this.

Since Jan 18, 2024.

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Description

Description:

I've one department and I'm the only agent to support visitors.
The omnichannel option "Accept all new omnichannel requests when agents are offline" is enabled.

Before updating Rocketchat to v6.5.0, when I was offline as agent, every request done by visitors was automatically linked to me.

Now in v6.5.0 (and more?), the request isn't linked to me, so I miss them and I've to check manually by doing :

  • Click on Omnichannel
  • On Current chats
  • Check if some chats are not served

Really annoying when you don't think to check and visitors/customers get angry because we don't answer them.

Steps to reproduce:
  1. Have 1 department and 1 agent assigned.
  2. Be offline
  3. As a visitor, make a chat request
Expected behavior:

If "Accept all new omnichannel requests when agents are offline" is enabled and all agents are offline, automatically asign chats to an agent.

Actual behavior:

Chats are not assigned to any agent.

Server Setup Information:
  • Version of Rocket.Chat Server: 6.5.0
  • Operating System: Windows 11
  • Deployment Method: docker compose
  • Number of Running Instances: 1
  • DB Replicaset Oplog: enabled
  • NodeJS Version: 14.21.3
  • MongoDB Version: 4.4.15
Client Setup Information
  • Desktop App or Browser Version: Desktop and mobile
  • Operating System: Windows 11 and Android
Additional context

I'm connected to my server on my phone, and still get as offline agent.

Maybe there's an option I've missed but I've checked and can't found anything related to that problem.

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