Why Can't I Access All Emails In My Department in the Live Help Agent Console? (Doc ID 1944216.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : Live Help Chat Agent Console

ACTUAL BEHAVIOR
---------------
Agent sees fewer emails in their email queue tab than are actually assigned to the department. This happens intermittently. For example 'Department A' may have 62 messages assigned to it but only allows the agent to see and access 51 of them.

EXPECTED BEHAVIOR
-----------------------
The agents should be able to see all emails assigned to the department

STEPS
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The issue can be reproduced at will with the following steps:
1. Log into the agent console
2. Check Mail Queue
3. If the issue is happening, the mail queue will show a lower total for emails visible than for total emails, as if you are filtering.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot see and reply to all emails, degrading customer experience.

Cause

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