My Oracle Support Banner

TeleService Contact Center: Basic Search Performance Issue (Doc ID 1576202.1)

Last updated on MARCH 28, 2019

Applies to:

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

Symptoms

When using the Basic Search screen on the Contact Center form to search with following parameters, the performance is very poor:

- Account Number, Site Name, Contact First name, Contact Last name.
- Account Number, Contact First Name, Contact Last Name.

Steps:

(R) Customer Support
(N) Customer Management > Contact Center

 - Click on Flashlight icon (top of the form)
 - Enter Account Number, Site Name, Contact First name, Contact Last name
   (no wildcards)
 => The search takes a long time.

What is Working:

If only Site Name and Account Number is passed, then the search returns faster.

Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.