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 18.104.22.168 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
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 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.
When tabbing out of the Customer number field first, then the interaction is created.
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