SAP Knowledge Base Article - Preview

2067573 - Chats are routed to multiple Customer Service agents at the same time

Symptom

  • Your contact center is experiencing an issue where multiple Inbound Customer chat messages have been routed to multiple receiving agents at the same time.
  • The behavior results as the same as chat room functionality instead of one-on-one chat.

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


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Environment

SAP Contact Center 7.0 and up

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0

Keywords

UNIQUE_EMAIL, regedit, multi-chat, chats , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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