Agents stop seeing queued conversations on manual selection

charcoast commented 1 year ago

Description:

Agent cannot see conversations in queue after refreshing the page or changing status to unavailable and back to available

This situation was tested on version 6.0.8 and version 6.1.8, and in both cases the same problem occurred.

I have another environment in version 6.1.8 where this behavior does not occur.

Error video: https://github.com/RocketChat/Rocket.Chat/assets/11007668/4b2817e6-bc74-4e9b-9d3b-17531552ad3c

Steps to reproduce:

1 - Set up manual selection as the routing method 2 - Start a Livechat conversation with an online agent in the department 3 - Make the agent unavailable 4 - Make the agent available 5 - You will not see the conversation

Expected behavior:

When the agent becomes available, all the conversations in the queue should appear so that he can answer them.

Actual behavior:

The conversations no longer appear in the attendant's queue, and worse, they are lost and can only be retrieved if a manager fetches them from the "current conversations" page.