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Contact Center Dashboard Fails To Show Data When Employee Contact is Selected (Doc ID 1347504.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Customer Care - Version 12.1.3 and later
Information in this document applies to any platform.


The Contact Center dashboard is not automatically retrieved for an employee contact. Only after changing the View By to Customer and then back to Employee again, the correct dashboard profiles are displayed.

Expected behavior

The Contact Center Dashboard to automatically retrieve data for an employee contact when the employee contact is displayed as default when the Dashboard is first opened

Steps to reproduce

(R) Service
(N) Contact Center > Dashboard > View : Employee Contact (default)

No data displayed


Set the following System Profile values for Customer Care:

Default View By in Contact Center = "Contact"
Customer Care: Default Contact Type For Contact Center = "Employee" 


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