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DavidCapturDavidCaptur 

Chats sometimes keep showing in Omni Supervisor Backlog, even though they are being handled by an agent already

Over the past few months we've deployed LiveChat, WhatsApp and FB together with ChatBot in all 3 on our production environment. Things are working well, but our Omni Supervisors have sometimes noticed that a chat, initially in the backlog due to all agents being busy, sometimes remains showing in the backlog even after it's been assigned to an agent and is being handled by an agent. Supervisors than hit F5 and it stops showing in the backlog, but until they notice that, they'll be getting a skewed view of the chats in the queue.

We're using skills-based routing from the ChatBot for all 3 channels, LiveChat, WhatsApp and FB. Has anyone encountered such an issue?