Details
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Story Bug
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Status: Resolved
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Major
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Resolution: Fixed
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None
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None
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None
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CRM Connector (CRMCONNECT)
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Sprint 14 CTI 26 Sep - 9 Oct, Sprint 15 CTI 10 Oct - 23 Oct
Description
-Chat is active between agent and customer through any channel.
-The Agent logout from the agent gadget
-Supervisor barge in into the chat.
-Now the supervisor is handling the customer and can only leave the conversation but cannot end the conversation i.e the ownership of chat doesn't transfer to the supervisor.
The conversation remains in the queue.
-The bot also doesn't give a response after the timer in the above scenario.
Expected Behavior: A cross button should be visible to the Supervisor in the above-mentioned case to end the conversation. And bot should also give a response in this case.