Hello, we have live agent enabled in our org and 3 agents to answer the incoming chats. All of the 3 agents have the same profile. When a agent receive a chat request through the 'prechat' page a Lead, a Person Account and a Case are created in SF. The agents should then see the chat tab plus a another tab with the Lead and the chat details (transcript) (see screenshot 'correct'). At the end of the chat from the agent side a Transcript is created, with a linked Case and Lead. Since Monday 13/02/2017 for two of our agents in the 'chat page' they see only the chat and chat details tab, not the Lead tab. At the end of the chat the Transcript is saved but it isn't linked to any other Case nor Lead. We saw that all of this is cause at the start of the chat the Lead isn't created anymore.
We tried to analyze the debug logs but when the error appears this is the only thing recorded: Operation: /liveagent/chatrecordstab.apexp 39.0 APEX_CODE,DEBUG;APEX_PROFILING,INFO;CALLOUT,INFO;DB,INFO;SYSTEM,INFO;VALIDATION,INFO;VISUALFORCE,INFO;WAVE,FINEST;WORKFLOW,INFO 14:55:27.0 (70021)|USER_INFO|[EXTERNAL]|00520000005fyEB|officer5enitfres@gmail.com|Heure d'Europe centrale|GMT+01:00 14:55:27.0 (100697)|EXECUTION_STARTED 14:55:27.0 (106197)|CODE_UNIT_STARTED|[EXTERNAL]|VisualForce View State 14:55:27.0 (4491898)|CODE_UNIT_FINISHED|VisualForce View State 14:55:27.0 (5345702)|EXECUTION_FINISHED
In the last month or more we didn't modify anything about Live Agent or about the Profile of the Agents. We also can't comprehend how is it possible that 2/3 of our agents are having problems and the other one have no problems at all.
Is it possible that during the Spring '17 there were changes that disrupted our Live Agent implementation? What can we do to track down the error and fix it? Thank you in advance Maria Alberti
Hi all, I have Live Agent configured in my org. The custom configuration is composed by a prechat page, a chat page and a postchat page in which a survey is implemented. A user who chats with an operator, after compiling the survey, should be redirect to a thank you page (that is not a Sf visualforce page, but is a page belonging to external site). For some weeks, this redirecting does not work, and if a user is not connected to Salesforce, after filling in survey, is not more able to land to the thank you page and it sees like a disconnection from the org. I have used force.com sites to host chat pages, can them caused our problems? Or this problem can be due to Spring 17 update? Thank you in advance for you help Maria Alberti
Hello, we have live agent enabled in our org and 3 agents to answer the incoming chats. All of the 3 agents have the same profile. When a agent receive a chat request through the 'prechat' page a Lead, a Person Account and a Case are created in SF. The agents should then see the chat tab plus a another tab with the Lead and the chat details (transcript) (see screenshot 'correct'). At the end of the chat from the agent side a Transcript is created, with a linked Case and Lead. Since Monday 13/02/2017 for two of our agents in the 'chat page' they see only the chat and chat details tab, not the Lead tab. At the end of the chat the Transcript is saved but it isn't linked to any other Case nor Lead. We saw that all of this is cause at the start of the chat the Lead isn't created anymore.
We tried to analyze the debug logs but when the error appears this is the only thing recorded: Operation: /liveagent/chatrecordstab.apexp 39.0 APEX_CODE,DEBUG;APEX_PROFILING,INFO;CALLOUT,INFO;DB,INFO;SYSTEM,INFO;VALIDATION,INFO;VISUALFORCE,INFO;WAVE,FINEST;WORKFLOW,INFO 14:55:27.0 (70021)|USER_INFO|[EXTERNAL]|00520000005fyEB|officer5enitfres@gmail.com|Heure d'Europe centrale|GMT+01:00 14:55:27.0 (100697)|EXECUTION_STARTED 14:55:27.0 (106197)|CODE_UNIT_STARTED|[EXTERNAL]|VisualForce View State 14:55:27.0 (4491898)|CODE_UNIT_FINISHED|VisualForce View State 14:55:27.0 (5345702)|EXECUTION_FINISHED
In the last month or more we didn't modify anything about Live Agent or about the Profile of the Agents. We also can't comprehend how is it possible that 2/3 of our agents are having problems and the other one have no problems at all.
Is it possible that during the Spring '17 there were changes that disrupted our Live Agent implementation? What can we do to track down the error and fix it? Thank you in advance Maria Alberti
