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Customer Interaction is Not Always Created in Contact Center (Doc ID 1328149.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Customer Care - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Symptoms

Automatic interaction record creation on the Contact Center form after querying a customer,
is not working when clicking on a form tab  instead of moving out of the header field with tabbing out using keyboard button.

Expected Behavior
Expected the form to capture interactions in all circumstances.

Steps to Reproduce
(R) Service > (N) Contact Center
1. Query customer number in CC header
2. don't press keyboard button "Tab" to go to the next field, but instead click on the Relationships form tab
3. Now go to Interactions tab: The interaction is not recorded.

Workaround
When tabbing out of the Customer number field first, then the interaction is created.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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