SRs Getting Assigned To Agent Not Logged In Application (Doc ID 2993036.1)

Last updated on JANUARY 12, 2024

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.22.10.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.22.10.0 version, Assignment & Omni Routing

The Service Requests are getting assigned to agents not logged in to the application regardless of ORA_SVC_OMNI_AGENT_SESSIONS_COUNT_INTERVAL.

With ORA_SVC_OMNI_AGENT_SESSIONS_COUNT_INTERVAL Profile Option value set to 0, the agent should be marked offline as soon as his sessions expire.

This profile is set to 0; however, agents that are offline are getting SRs assigned

Solution

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In this Document

Goal

Solution

References

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SRs Getting Assigned To Agent Not Logged In Application (Doc ID 2993036.1)

Applies to:

Goal

Solution

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