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danpeter Live Agent for Service Cloud Console Problems
Hello,
We have rolled out Live Agent for Service Cloud Console and are having some intermittent problems.
Sometimes we will get an "insufficient privileges" error upon accepting a chat. Other times a chat will get missed and it isn't clear why. And yet other times chats will be dropped in mid-chat. This happens 25-50% of the time, which is enough to make Live Agent for Service Cloud Console too unreliable for production use.
We have worked with salesforce support on this. There are some known issues related to not switching tabs while the Service Cloud Console is open. We are following these guidelines, but are still having these problems.
I'm curious if others are experiencing these problems as well. If so, any ideas on how to fix them?
Thanks,
Dan
We too are experiencing this exact issue! Someone brought it to our attention that perhaps the "insufficient privileges" message comes up when two agents attempt to pick up the same chat request. We have not proven it yet, but right now we are asking our users to use the Live Agent app vs. using it in the Service Cloud. We are going to test the "two agents:one chat" theory tomorrow early in the morning in production...I will post our findings.
Found out from SF Premier Support that this is a known issue in the Service Cloud. When using the Service Cloud and Live Agent Chat the user cannot have any other application of SF open in another browser.