Why is only one user able to see Live Help Chat customers in queue? (Doc ID 1949856.1)

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 : NA version, Chat Infrastructure

ACTUAL BEHAVIOR
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Agents could not see chats entering chat queue

EXPECTED BEHAVIOR
-----------------------
Agents should be able to see chats entering queue so they can take and handle them

STEPS
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The issue can be reproduced at will with the following steps:
1. Log into agent console as affected agent
2. Launch chat
3. Observe that the chat does not show in the agent's queue

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, agents could not handle customer chats

Cause

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