Glitch in Engage message (Doc ID 2076934.1)

Last updated on SEPTEMBER 15, 2016

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Symptoms

On : NA version, Engage

ACTUAL BEHAVIOR
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Message jumbled with both the customer response and the member's query

EXPECTED BEHAVIOR
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Message should be an interaction between 2 or more users and as such, should be captured as separate messages

STEPS
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A one-off scenario - very hard to replicate

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users unable to respond to customers' inquiries in a timely manner, which severely impacts their Key Performance Indicators

Cause

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