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Agents are unable to receive new SOS request

Knowledge Article Number 000220158
Description An Agent in marked as available, however, is not able to receive any new SOS requests. 
Resolution Check to ensure they have closed out any previously active SOS Session records. When you are finished with an SOS conversation, it is important to remember to close the SOS Session tab. Otherwise, you will not be shown as available to receive a new SOS request because the capacity is still set when Session record is open.

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