Agent Desktop 2.0 - Known Issues
The following known issues are scheduled to be fixed in future releases of Agent Desktop 2.0. Reference the provided ticket numbers when contacting your support representative.
#46944
During an active Remote Assist chat session, pressing the up-arrow key to edit or delete a message in the Remote Assist channel edits a message in the standard Chat channel instead.
#46942
In the CRM-embedded widget, after changing the language to German or Arabic, the "More" menu (three-dot menu) displays placeholder text such as +{0} weitere or {0} المزيد.
#46933
After a participant is removed from a group chat (or leaves it), creating a new chat between the same users may cause the previous chat to change its name and become archived for all participants once the page is reloaded. System messages about removals and departures may also disappear.
#46855
Video chat interactions do not appear in the Communications Panel or Contact CRM views, and video chat playback is not available.
#46640
When a task is opened from Case Search, Bookmarks, or Pinned views, the Email Draft control is not displayed. However, it should be shown for those entry points and hidden only for Team or Personal Queue views.
#46630
In Chat Center, searching message content for an MS Teams user returns no results. The search request returns an empty response. Behavior may vary depending on MS Teams integration login state.
#46619
When the "Enable voice signature" flag is set for a service, the voice signature flag is not available to the agent during a call on that service.
#46599
The About dialog shows the legacy product name and version instead of the new product name "Agent Desktop" and the new client version format (2.0.x.xxx).
#46552
When BPClient is stopped during an active session with screen recording enabled, the agent session remains active but screen recording is not resumed.
#46435
When a folder with a large number of items is deleted, the recycling bin shows an incorrect item count for that folder.
#46366
When phone number masking is enabled and the agent's configuration profile disables unmasked display, phone numbers in the Records > Contact > Edit screen (and equivalent edit screens reached from the Communications Panel) still appear unmasked.
#46323
When a canned chat response or folder is created for multiple teams and subsequently edited by another supervisor, the response/folder may end up applied to only one of the originally selected teams.
#46307
During supervision, transcripts in the Supervision Action Panel may be displayed differently from the ACL view, with inconsistent layout of customer and agent messages.
#46288
When an agent completes a consult-and-transfer, real-time transcripts exchanged between the agents during the consult appear in the receiving agent's transcript with the customer.
#46280
After a chat with an unidentified customer ends, the "Send Email" action in Recents is inactive.
#46274
After an interaction's content has been erased (manually or due to retention), the Activity History in the Communications Panel may show voice recordings as playable; clicking play results in a spinner rather than an "erased" indicator.
#46269
Positive, neutral, and negative sentiment indicators are not displayed in the real-time interaction bubble for voice transcripts. Sentiments do appear correctly in the customer's Activity History and for chat interactions.
#46243
When multiple cases are associated with a conference call interaction, completing the conference does not present the "Update cases" confirmation dialog, so agents cannot choose which cases to update.
#46240
When an agent is moved between teams (or removed from a supervised team) and later restored, the "My Team" and supervised-team chats may reappear in Recents and Favorites with empty history.
#46189
Emails sent by an unknown contact in quick succession to a pull email service may appear in Team Queue in an order that does not match their arrival order.
#46187
Deleting a message from Personal Queue may not visibly remove it from the list; in some flows the case reappears after re-login.
#46186
Following changes in Team Queue, the "Results" header count may not reflect the actual number of items present. Note: this counter updates on a 15-second interval.
#46184
In some browsers (notably Chrome), logging in via an incognito tab while the new Agent Desktop is logged in in a normal tab can result in the first user appearing in the incognito tab instead of the newly entered user. A subsequent logout shows a misleading network-connectivity error before resolving to the correct state.
#46137
Logging out of the new Agent Desktop in one browser tab does not automatically log the user out of the Admin Portal or Wallboard opened in separate tabs.
#46060
The Filter button is not displayed on the Records > Contacts > Contact > Cases tab.
#46041
After an agent switches to SMS during a chat interaction and the supervisor toggles supervision modes, the channel shown to the supervisor (Chat) may not match what the agent has selected (SMS), leading to messages being sent on the wrong channel.
#46025
Tasks themselves are displayed in the Contact's Activity History; per spec, only task completions should appear there, with the task itself appearing in the Case Activity History.
#45905
When a pinned message is deleted from a chat, the message remains in the pinned list. Clicking the pinned reference takes the user to a non-existent location and may display "No conversation history." Also: pinned messages may be visible to users who joined the chat after the pin and cannot read the underlying message.
#45730
Voicemail playback responds to the 1 and 3 DTMF keys (-10/+10 seconds) but not to 4 and 6 (-30/+30 seconds). After playback ends, no controls function.
#45553
After multiple internal chat interactions, a user may appear as two separate entries in Chat Center; one tied to existing chat history and another as a draft. Messages sent via the draft may be routed to a Team chat instead of the intended user.
#45552
When combining multiple filter criteria, queries where related objects are separated by an unrelated object may not return expected results, while queries with adjacent related objects do.
#45505
Chats originally exchanged in the legacy Agent Desktop may show no history when opened in the new Chat Center, even though the last message preview displays correctly in Recents.
#45503
When searching contacts by phone number, formatting symbols such as ( ) - / and spaces are not disregarded, so a number entered with formatting may not match a stored number.
#45447
When a user is removed from a group chat and then re-added, the chat name in Recents (Chat Center and Communications Panel) does not update for other participants until the page is reloaded.
#45445
When a supervisor opens the agent details popup during an inbound messenger/SMS session from a non-registered customer, or during an outbound messenger/SMS session, the interaction is shown as "Unknown" instead of displaying the messenger ID or phone number.
#45386
When a supervisor opens the agent details popup during an inbound messenger/SMS session from a non-registered customer, or during an outbound messenger/SMS session, the interaction is shown as "Unknown" instead of displaying the messenger ID or phone number.
#45377, #4538, #45383
The url, segment, first_name, last_name, and name keywords in contact search do not match partial words or capitalized variants as documented.
#45376
Searching cases by email keyword (e.g., email: cust) does not return matches unless an asterisk is added at the end of the partial address (e.g., email: cust*).
#45324
When a Remote Assist session is held in queue (e.g., after a completed transfer to an unanswered agent), the RA session terminates after approximately 30 seconds instead of remaining for the receiving agent.
#45231
A message deleted by one participant in a Team chat may continue to be visible to other participants. The message can still be pinned, replied to, etc. Reloading the page removes the message. This issue is specific to Team chats; 1-1 and group chats are unaffected.
#45114
When the Dispositions Daily chart is set to Group mode, hovering over the pie shows values per group rather than per disposition.
#45107
Chats with MS Teams users do not appear in the "Recents" tab of the Communications Panel
#45074
When a call is blind-transferred to a service queue, the call alert does not include the original service name.
#45072
When a call is blind-transferred to another agent, the receiving agent's call alert does not include the "From" field showing the transferring user's display name.
#44946
For the Disposition Daily chart, the Settings icon is clickable before any records have been completed, but clicking it has no effect until at least one record exists.
#44932
A message to a group chat is marked as "Viewed" after a single participant sees it. Instead, the message should be marked as "Viewed" once all chat members have read the message.
#44931
After a configured retention period for internal chat transcripts elapses, transcripts for group chats may still remain visible in Legacy Chats even though they have been removed from Chat Center.
#44655
Newly created users with the Agent role may not see the "My Team" chat in Chat Center. Changing the user's team in the Admin Portal causes the team chat to appear.
#44572
Filtering case search results by Case Note text returns no results, even when the entered text matches a known note.
#44483
Items in Team Queue and Personal Queue are sorted alphabetically within media-type groups rather than across all items. In Personal Queue, unidentified contact cases appear ahead of known contacts.
#44371
When typing a recipient name in an email, auto-suggest displays the contact's first email address rather than the one marked as primary.
#44370
When a Remote Assist session is run alongside a call where a case is created, the Remote Assist record is missing from the case's history (it does appear in the customer's Activity and Recents).
#44363
After a customer closes the web chat widget while a Remote Assist session continues, the agent is still able to switch the channel selector from "Remote Assist chat" back to "Chat" and send messages that go nowhere. No warning is displayed.
#44329
When generating a Remaining Records report for a large list, the "Generating report" message appears without a "Cancel" button to stop the build process.
#44300
On the Alerts configuration popup, all threshold values can be set to negative numbers without any warning or error, and configuration is saved.
#44284
When incorrect credentials are entered during Remote Assist Elevate, an additional modal window from the legacy Agent Desktop appears alongside the new authorization error.
#44249
When transferring folders via Remote Assist, the progress bar shows completion before files have finished uploading.
#44234
In the Change Mode and Overdial Rate dialog, the Current Answer Rate metric is always 0 for Preview campaigns. Changing the mode of a Predictive campaign to Preview also resets this metric to 0.
#44209
When entering a partial customer name in the email Recipients field, no suggestions are returned unless the entered text matches the start of a name component.
#44198
Standalone apps are postponed after the limited availability release. Not surfaced as a customer-facing known issue for this release.
#44196
When an agent sets a Pending status and completes an email interaction from the top bar with an unsent draft present, the expected warning ("You have unsent drafts that will be lost upon case completion") is not displayed, and the unsent draft is kept.
#44183
When an agent closes the chat session that initiated a Remote Assist session (without explicitly closing the RA session) and enters ACW, the RA session is no longer displayed.
#44162
The "Load View" menu in Manage View lists views saved in both the Voice Campaigns and Messaging Campaigns tabs. Selecting a view created on the other tab marks it as selected but does not apply it.
#44116
When an agent creates a case from an active call and then sends an email, the "Assigned to" field is not populated with the agent's name.
#44092
When an agent clicks the "Chat" button at the top of the Remote Assist tab during an active voice + RA session (with a default outbound chat service configured), the Remote Assist chat does not open and no message exchange occurs.
#44053
During a call with an active Remote Assist session, the "Remote Assist" option appears as a chat channel selector but, when selected, generates a warning ("Client Remote Assist session is not active") and removes the ability to chat with the customer through other channels.
#44044
For chat-initiated Remote Assist sessions, the chat history does not show the Remote Assist data block (duration, date, OS version, public IP) that is shown for voice-initiated sessions.
#44019
When assigning a case to the same service (or another service) and selecting a different language in the assignment dialog, the case's language remains unchanged.
#43850
After the first Remote Assist session ends during an agent's session, the "Remote Assist" button in the Communications Panel becomes inactive and a new RA session cannot be started.
#43843
After the voicemail recording finishes, the playback interaction remains open and does not stop automatically. There is also no option to replay the recording within the same interaction.
#43531
When two supervisors share a team and both have system-wide canned chat response privileges, edits made by the second supervisor to a team folder/response created by the first supervisor may not display for the first supervisor or for team agents.
#43484
When adding a contact with only messenger channels (e.g., WeChat, Telegram) to a calendar event, the contact is added without a selected channel and the messenger channel is not available in the selector.
#43482
For Recents items associated with contacts that only have messenger channels, the "Schedule follow-up activity" button is not available.
#42490
In the Communications Panel Activity History, masking images, GIFs, video, audio, and files (PDF, XLSX, TXT) does not produce the expected strongly-blurred view. Instead, images appear broken, files show an endless loader, and audio produces a frontend error. The "Mask"/"Unmask" toggle on hover does not function.
#42278
In Chat Center, Communications Panel ACL, and Recents, the unread message counter does not clear after a user reads a new message; it only clears after the user sends a reply. This also affects the Communications Panel counter and team chats.
#42166
When an unknown customer initiates a messenger session, the messenger nickname is shown across the Top Header Bar, Active Interactions, Interaction Details, and inbound notification, rather than the customer's name from the messenger profile.
#41719
When importing an .ics calendar with repeating events, the events appear at their scheduled times but are not marked as repeating when opened for editing.
#40740
When uploading a voicemail greeting longer than the configured maximum length (2 minutes), the file is accepted without an error. Note: the spec calls for size validation only (20MB), so this behavior is being clarified.
#39455
When a user with the standalone Knowledge Base open in multiple browser sessions logs out of one session, the other session(s) remain active.
#38279
When an agent ignores an email push alert (by not pressing any button or by rejecting), the supervisor's "In Ignored" metric does not increment for either Services or Agents tables.
#36815
Articles created via the legacy Admin Portal KB show invalid "Created on" / "Last Modified on" values ("Dec 31, 0000") and no "Created by" / "Last Modified by" entries in the new KB Info tab. After an article is edited in the new KB, only the Last Modified fields are populated.
#35419
The size-check warning during insertion and the send-time character limit are not aligned.
#34222
During a barge-in, the supervisor sees only the portion of the real-time transcript captured after they joined; transcript content from before the barge-in is not displayed in their view.
#34157
When an agent refreshes the page during an active call, the Transcript tab and any previously transcribed speech are removed. Transcription resumes only as new speech is detected.
#34146
When transferring a call, there is currently no option to also transfer the active transcript to the receiving agent. The receiving agent's transcript starts fresh.
#31647
Contacts in Directory > External are always sorted by Last Name, regardless of the tenant's configured display name format (e.g., First Name Last Name).
#31464
A Business User does not transition to the "Away" presence state after extended inactivity or when the computer enters sleep mode; their state remains "Available."
#46987
In Arabic localization, dragging and resizing UI elements in the Calendar and Supervisor/Campaigns views behaves in a mirrored/inverted manner. Moving the cursor to the right moves the element to the left, and vice versa. The same issue affects the date picker and the CRM-embedded widget.
#46919
When an agent deletes a message by clicking the X icon during a Telegram or webchat interaction, no confirmation dialog is shown—the message is deleted immediately without prompting for confirmation. The same behavior occurs when deleting an attachment.
#45646
When merging three or more contacts, the merged contact is created correctly, but the original source contacts continue to appear on the Records page. Attempting to delete these stale entries results in an error indicating the contacts no longer exist. This is caused by a search index caching issue.
#45301
After upgrading from an earlier version of BPCC, agents may find that contacts previously added to Favorites no longer appear in Favorites after logging in to Agent Desktop. This occurs when contact IDs change during the upgrade, causing the system to remove Favorites entries for contacts it can no longer locate by their original ID.
Communicator Widget
The following issues are specific to the Communicator Widget.
#46595
When a user is logged into the Communicator Widget (in any CRM) and attempts to log in to the Agent Desktop in a separate browser tab, a "Force Login" prompt is displayed. Selecting the prompt logs the user out of the Widget if they are on Firefox, Safari, and Chrome (without the Bright Pattern browser extension).
When both the Communicator Widget (in any CRM) and the Agent Desktop are open in separate tabs of the same browser, logging out and logging back in on one tab causes the other tab(s) to display a login dialog. Logging in through this dialog displays a "Force Login" prompt. Accepting this prompt disconnects the other tab for users on Firefox, Safari, and Chrome (without the Bright Pattern browser extension).
Workaround
To use the Agent Desktop and the Communicator Widget simultaneously, or to log in to the Agent Desktop across multiple tabs, use Google Chrome with the Bright Pattern browser extension installed.
#46939
In the CRM-embedded widget, clicking the "Legacy Chats" button in Chat Center has no effect. The Legacy Chats panel does not open, and no errors are shown.
#46936
In the full Agent Desktop, an option to rename group chats is available in the right panel of Chat Center. In the CRM-embedded widget, this right panel is not present—when a chat is opened it occupies the full widget communications panel—so there is no option to rename group chats.
#46930
In the CRM-embedded widget, the search field is hidden when a chat is open, making it impossible to search within MS Teams chats. In the full Agent Desktop, the search field remains visible in the right portion of Chat Center and supports searching within MS Teams conversations.
#46918
In the Salesforce Communicator Widget, when a Web screen pop is configured with "Open in popup window" enabled, the "View context" button is not displayed when a chat interaction is ringing. This button should allow the agent to open and preview the screen pop before accepting. The same issue occurs in the MS Dynamics Communicator Widget.
#46814
In the Zendesk Communicator Widget, when a chat or voice interaction is accepted and the agent opens the Knowledge Base from the "More" menu, no recommended articles are displayed. Recommended articles are shown correctly in the full Agent Desktop.
#46772
After a voice interaction is completed and the agent clicks the recording link in the Zendesk activity history, the recording begins playing but the playback controls (play/pause, speed, etc.) are non-responsive in both the Zendesk Communicator Widget and the separate Agent Desktop tab.