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In Contact Center, why do extra outcomes appear for Relationship plan? Why do other relationship plans qualify when only one is supposed to fire (Doc ID 404840.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 11.5.9 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

On 11.5.9 while setting up relationship plans for accounts in Contact Center Form, the following issue occurs:

There are two profile checks defined, PC1 and PC2. PC1 pulls out only KOREAN Customers, while PC2 pulls out only MALAYSIAN customers.

Two relationship plans are setup,. R1 for PC1 and R2 for PC2.

Now when quering for a Korean customer in Contact Center, the MALAYSIAN Relationship Plan, RC2 is fired

Now when quering for a Malaysian customer in Contact Center, the MALAYSIAN Relationship Plan, RC2 is fired (as expected)

STEPS
Responsibility: Customer Support
Navigation: Customer Management -> Contact Center

1. Query for a Korean customer, Malaysian Relationship plan also fires alongwith Korean Relationship Plan
2. Query for a Malaysian customer, only Malaysian Relationship plan fires (as expected)

EXPECTED BEHAVIOUR
Only Korean relationship plan must fire for Korean customer
Only Malaysian relationship plan should fire for Malaysian customer

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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