System Issues: Expert Assist

Start Date: 5/22/2026

System Impacted: Expert Assist – Verification

Channels Impacted: Care

Description: After fully verifying a customer in Expert Assist, a random page refresh resets the verification state and the agent must re-verify the customer or request a token bypass from a team lead.

Workaround: Team leads generate a token to restore account access for the affected agent. Please file an EA Non System Outage ticket as we need examples to identify root cause.

ETA: TBD

Start Date: 5/22/2026

System Impacted: Expert Assist – Screen Pop / IVR Verification

Channels Impacted: Care

Description: When an agent closes an account in Expert Assist, EA briefly refreshes. If a new call is delivered during that window, the screen pop fails and any IVR verification the customer completed is lost. Affects both direct inbound and transferred calls.

Workaround: Manually verify the customer using the standard verification flow in Expert Assist. Please file an EA Non System Outage ticket as we need examples to identify root cause.

ETA: TBD

Start Date: 5/22/2026

System Impacted: Expert Assist – PIN Verification

Channels Impacted: Care

Description: Account PINs are intermittently failing when being entered in EA. Users are able to use Atlas without issue.

Workaround: Use Atlas or Samson to complete PIN verification or work with leaders to assist the customer. Please file an EA Non System Outage ticket as we need examples to identify root cause.

ETA: TBD

Start Date: 5/20/2026

Channels Impacted: Care

Description: When Atlas is launched through Expert Assist, it will fail within EA or Atlas will fail to load the account in focus, or tabs or tools within Atlas fail to load entirely.

Workaround: Close the EA-launched instance of Atlas and open Atlas directly as a standalone session to access Bills and Device tab information.

ETA: TBD

Start Date: 5/28

System Impacted: Expert Assist – T-Support

Channels Impacted: Care, Virtual Retail

Description: Experts reporting to a Virtual Manager do not have access T-Support.

Workaround: While in TCC, use Samson to schedule and follow up with customers. Once out of TCC, continue checking Samson to ensure all commitments are met.

ETA: 6/25

Start Date: 5/14

System Impacted: Expert Assist – T-Support

Channels Impacted: Care, Virtual Retail

Description: No follow ups display when selecting My Sr. Manager's T-Support Requests.

Workaround: Select All T-Support Requests to view all follow ups within your site and use the search field to filter.

ETA: 6/25

Start Date: 5/14

System Impacted: Expert Assist – T-Support

Channels Impacted: Care, Virtual Retail

Description: When Expert Assist is minimized or resized the T-Support Resolve button may not be available.

Work around:  Open Expert Assist in full screen view to see the Resolve button.

ETA TBD

Issue:  T-Support Request loads blank fields/Unable to create T-Support Request

Start Date: 5/14

System Impacted: Expert Assist – T-Support

Channels Impacted: Care, Virtual Retail

Description: Some users may experience intermittent issues creating a follow up request or the request fields not loading.

Work around: 

1. Refresh the account and try again.
2. If the issue persists, clear cache and cookies.
3. If still unable to create, work with your leader to create the follow up.
4. Leaders – After creating the follow up, reassign it to the Expert.

ETA: 6/11

Start Date:05/12/2026

Description: Some experts may encounter the message that Finesse and EA could not open within the Island browser. 

Workaround: Refresh the page, and EA and Finesse will launch. 

ETR: TBD

Start Date: 05/12/2026

Description: Some experts may encounter the message that Finesse and EA could not open due to pop up blocker settings in Island browser. 

Workaround: Within Island Browser, click on the three dots at the top right corner. Select Settings. Search for pop-ups. Click on site settings option, and then click on Pop ups and redericts and enable send pop ups. 

ETR: TBD

Start Date: 5/12/2026

System Impacted: Expert Assist

Channels Impacted: Global Care

Description: Agents may be experiencing Pop-ups blocked message when attemtping to log into Expert Assist.

Workaround: Manually approve the pop-up when atttempting to log in by clicking the 'Got it' button.

ETR: n/a

Start Date: 5/5/2026

System Impacted: Expert Assist

Channels Impacted: Global Care

Description: Agents may be experiencing “Device is not accessible” errors or Finesse dropping when calls are being delivered.

Workaround: Ensure that Softphone headset is plugged in and user is signed in and connected before launching EA/Finesse.

ETR: n/a

INC126480074

Start Date: 4/24

System Impacted: Expert Assist – Account Health Snapshot

Channels Impacted: Care, Virtual Retail

Description: Some accounts are not displaying recent data for Network and Device blades and are presenting the message "No recent data" even when there should be data to display. 

Workaround: None, utilize Atlas for additional Device and Network information. 

ETR: TBD

Start Date: 3/31

System Impacted: Expert Assist – Customer Effort in Snapshot

Channels Impacted: Care, Virtual Retail

Description: Due to a delay in data reporting, customer effort is missing or inaccurate from Snapshot.

Workaround: Review account memos for prior interactions and customer effort.

Start Date: March 13, 2026
System Impacted: Expert Assist - Finesse
Channels Impacted: Care, Virtual Retail

Description: Experts may encounter the error "You are not configured for FDT" when launching EA. This may occur after a name change or moving sites.

Workaround: Engage your leader and engage your local ITA. Ensure you provide your email, 999 number, and NTID. 

Start Date: March 6, 2026
System Impacted: Expert Assist 
Channels Impacted: Care, Virtual Retail

Description:
Some Experts may experience an issue where customer information does not display or displays the incorrect account information after toggling from Expert Assist (EA) to Atlas. This may occur when an MSISDN has been on multiple accounts (Prepaid, Postpaid, etc). 

Workaround:
If this occurs, navigate fully to Atlas and perform a new search for the customer’s Postpaid account. Or, work with your manager to provide a Verification token. The customer information should then populate correctly.

Start Date: 03/05/2026

Description: When Digital (TMOID) verification is not recognized on an account, the Account Summary and Billing cards at the bottom of Expert Assist display “N/A.”

In these scenarios, the system automatically pulls up and loads Atlas

Issue: The Account Summary and Billing cards do not populate when the system cannot recognize a customer’s Digital (TMOID) profile.

This commonly occurs in the following scenarios:

• RSL and HSI calls
  The system cannot recognize the customer’s digital profile.
• Samson Profiles (Customer Not Listed selection)
  Experts verify the account using “Customer Not Listed,” as these are Samson Profiles and not Digital Profiles.
• OTP Sent to a Line Without a Digital Profile
  If the OTP is sent to a different line on the account that does not have a Digital Profile associated, Digital (TMOID) verification is not recognized and the cards display “N/A.”
• Leaders bypassing into the account without selecting a line first
  Bypassing before selecting a line prevents proper card population.

Workaround:

• RSL and HSI Calls:
  Utilize Atlas to obtain account and billing information.
• Samson Profiles / Customer Not Listed:
  Verify using the Digital profile when available. If “Customer Not Listed” must be selected, utilize Atlas to obtain account information.
• OTP Sent to Non-Digital Line:
  Ensure the OTP is sent to and verified on a line with an active Digital Profile. If not possible, utilize Atlas to obtain account information.
• Leader Bypass Scenario:
  Select a line first, then proceed with bypass.

ETA for Fix:
Targeted fix date: 03/25 (tentative)

Start Date: 3/4/2026

System Impacted: Expert Assist

Channel: Care

Description: Experts are encountering intermittent screen pop failures after the connection between Expert Assist and Finesse becomes impacted. Experts will see the box around "Screen Pop connection" turns red, and any calls that follow will fail to have a screen pop delivered. 

Workaround: Please use the Finesse "Report an Issue" process if you see the Screen Pop turn red. Then, close Expert Assist and Finesse and re-launch the EA icon to launch a fresh session of Expert Assist or Finesse. 

Start Date: 12/23/2025

System Impacted: Expert Assist

Channel Impacted: Care

Description: When user clicks on the CTA SSO Login within Screen-share, it flashes for a few seconds, and nothing happens

Workaround:    

1.            Close out all Island tabs and windows.

2.            Launch Magenta Pulse in the Island Browser. (this will establish SSO).

3.            Then, close and Launch EA.

Start Date: 12/15/2025

System Impacted: Expert Assist

Channel: Care

Description: Calls that are coming to Virtual Retail via specific non RSL queues are prompting Dealer Verification when they should be prompting Customer Verification.

Workaround: Press the "back" button above the "Retail access" text in the verification window to get back to the customers info then proceed with standard customer verification. 

Start Date: 9/10/2025

Description: Missing account type message to differentiate individual account types from other account types such as TFB, Prepaid, and Metro. Leaving the expert unable to verify that account.

Workaround: Look up that account in Atlas where it will display the account type. 

Impacted System: Expert Assist