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madriano
Level: Powered On

Re: Transfer to Agent error/not handing off in Omni-Channel

Forgot to mention that one other cause of this is if you have pre-chat surveys together with Bots. I have not personally verified with unused Context Variables but you can definitely try it out to remove those as well from Omnichannel.

D365_CWeiner
Level: Powered On

Re: Transfer to Agent error/not handing off in Omni-Channel

@madriano Thanks for the help so far. So i've started back from out of box. I have removed the pre-chat survey and all context variables from the out of box default workstream which also has no routing rules. The Default queue is the only queue listed under "Omnichannel queues" and the only member is my bot user.

 

When i initiate a chat from my portal, i get the message that an agent will be with you and it displays your position in line but the conversation is not transferred to PVA.

madriano
Level: Powered On

Re: Transfer to Agent error/not handing off in Omni-Channel

I'm assuming you've waited 15mins or so for the data changes to sync?

D365_CWeiner
Level: Powered On

Re: Transfer to Agent error/not handing off in Omni-Channel

@madriano  Yes it's been about 30 minutes since i've made the changes.

Highlighted
Microsoft pawan-msft
Microsoft

Re: Transfer to Agent error/not handing off in Omni-Channel

This thread has gone too deep. Taking it offline. We'll troubleshoot with the team and report back on our findings.

-Pawan

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