- You are using the "Preferred Agent" feature for E-mail handling.
- After a customer has replied to a previously handled email, which is returned to the preferred agent, although the contact is placed in his/her inbox (without the agent being aware), this is preventing new call/email contact allocations when the agent becomes available as CDT only shows this returned email a refresh/reload of the e-mail tab in CDT.
SAP Contact Center
SAP Contact Center, on-premise edition all versions
CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7 , KBA , CRM-CCI , Contact Center Infrastructure , Problem
About this pageThis is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).
Search for additional results
Visit SAP Support Portal's SAP Notes and KBA Search.