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 laterInformation 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 |