SAP Knowledge Base Article - Preview

2193240 - When an E-mail is replied from a customer to a preferred agent, there is no new queue contact alerting to this agent afterwards


  • 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

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