What's happening?
Users are experiencing issues where cases assigned to agents automatically create open conversations or sessions. These open activities populate the "My Activities" view, causing confusion and preventing agents from performing outbound calls or reassigning and resolving cases. Users receive open activity messages when attempting to reassign or resolve cases.
Reason:
The system automatically creates open activities (conversations or sessions) when cases are assigned to agents. These activities are linked to the cases and appear in the "My Activities" view, causing the system to interpret that the agent already has ongoing activities.
Resolution:
To mitigate this, filters can be added to the view to exclude activities of the type that are automatically created by the system. users can adjust the visibility of these automatically created activities by modifying the view filters.
For more information on modifying views, refer to the following: