SAP Knowledge Base Article - Preview

2520048 - New contact(s) is offered/allocated to agent(s) before older queuing contact(s)

Symptom

  • Longest waiting call not allocated first
  • Occasionally, newly arrived contact (Action Item, e-mail, Call or Chat) is allocated to agent before contacts that have been queuing longer
  • Agent serving in the same set of queues and younger/newer contacts calls/action item/ERMS pushed emails/IC email/chat/voice call were pushed to the agent first, instead of the older contacts in the queue
  • Skill requirement may or may not be in used, but this does not change the outcome
  • The issue is intermittent


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Call priority, queue priority, longest waiting contact, call waiting, longtime, skills , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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