Has anybody ever faced this issue where the chat history disappears from the chat interaction while the chat is still live from the Agent's window?
Something like the following, 8 Minutes into the conversation and everything the agent and the customer has discussed so far disappeared from the desktop. 
Although when I now go access the interaction from timeline, I can see the entire history.
 
Thanks !
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------

Hello, Have you received any feedback or managed to solve this issue? We are facing a similar situation.

------------------------------
Karine Alves
Project manager
------------------------------

Original Message:
Sent: 05-22-2020 09:25
From: Aakanksha Goyal
Subject: Chat history got cleared after a few minutes into the interaction

Has anybody ever faced this issue where the chat history disappears from the chat interaction while the chat is still live from the Agent's window?
Something like the following, 8 Minutes into the conversation and everything the agent and the customer has discussed so far disappeared from the desktop. 
Although when I now go access the interaction from timeline, I can see the entire history.
 
Thanks !
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------

I have recently received similar reports about chat transcripts disappearing for agents while they are on live calls, but I have been unable to confirm this firsthand yet. I plan to request that supervisors review some screen recordings in order to find some solid examples to add to a support case. 

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Patrick Rohlf
Contact Center Technologies Implementation Engineer
------------------------------

Original Message:
Sent: 12-06-2024 12:21
From: Karine Alves
Subject: Chat history got cleared after a few minutes into the interaction

Hello, Have you received any feedback or managed to solve this issue? We are facing a similar situation.

------------------------------
Karine Alves
Project manager

Original Message:
Sent: 05-22-2020 09:25
From: Aakanksha Goyal
Subject: Chat history got cleared after a few minutes into the interaction

Has anybody ever faced this issue where the chat history disappears from the chat interaction while the chat is still live from the Agent's window?
Something like the following, 8 Minutes into the conversation and everything the agent and the customer has discussed so far disappeared from the desktop. 
Although when I now go access the interaction from timeline, I can see the entire history.
 
Thanks !
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------

So far we have not experienced this issue and we have a sizable volume of message interactions handled daily. I recommend running console/network logs and run it until issue is replicated.

Also, have some agents run desktop app and others on browser app to help isolate. 

Raise a ticket with Product support once you have these. 

------------------------------
Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
------------------------------

Original Message:
Sent: 05-22-2020 09:25
From: Aakanksha Goyal
Subject: Chat history got cleared after a few minutes into the interaction

Has anybody ever faced this issue where the chat history disappears from the chat interaction while the chat is still live from the Agent's window?
Something like the following, 8 Minutes into the conversation and everything the agent and the customer has discussed so far disappeared from the desktop. 
Although when I now go access the interaction from timeline, I can see the entire history.
 
Thanks !
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------