Desktop: Agent signs in but credentials for a different agent appear on the desktop

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Desktop: Agent signs in but credentials for a different agent appear on the desktop

Problem Summary

An agent signs in to the Finesse desktop. However, the agent sees the credentials (agent name, ID) of another agent instead of that agent's own credentials. It appears as though the other agent is signed in to the desktop instead of the agent who actually signed in. 

Error Message N/A
Possible Cause A configuration change is made while an agent is signed in to the desktop that results in the signed-in agent having an agent ID that matches the username of a second agent. When the second agent signs in, the realm finds an entery in the realm cache that belongs to the first agent and is unable to differentiate between the two agents.
Recommended Action Ensure that no agent IDs match the usernames of other agents.
Release Release 10.0(1), Release 10.5(1) 
Associated CDETS # None


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