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Hi all , I have this problem : a member of my team doesn't receive engagement  for new SR when he is available in Omnichannel ,he have  the job role "Tech Support Shift Team Leader"  but work also like TSE.

 

clould be the job role the problem?
4 answers
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  1. Feb 10, 2017, 10:38 AM
    So the issue seems to be due to various old cases tabs that were still opened in the Console. Upon closing the tabs, cases are assigned to user.

     

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    Abhilahs.
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