Manual Agent Assignment(CNDCAASG) of Collection Contracts is not getting assigned details are not fetching the contract data (Doc ID 2810452.1)

Last updated on SEPTEMBER 29, 2021

Applies to:

Symptoms

ACTUAL BEHAVIOR
---------------
Agent Assignment not Fetching the Contract Data
There are number of contracts where group has been assigned but agents are blanked, so we have executed the pending queue assignment screen to assign the collection where exception raised as "Exception raised as Derived Queue Id is different from Assigned Queue Id." save and authorized the assignment and executed the EOD.
After EOD assignment are not completed for the pending cases.
In work around we have tried to assign the agents through agent assignment screen CNDCAASG but no record also fetched for the specific collection.

EXPECTED BEHAVIOR
-----------------------
Assignment to match with Agent and Contract.



BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users can see discrepency in Contracts

Changes

Cause

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