SAP Knowledge Base Article - Preview

2235114 - Online monitoring is not updated when an agent changes presence with an active contact

Symptom

An agent changes presence from A to B while he/she is handling an active contact. When checking the online monitoring, the presence of this agent is still A until the contact is finished.


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Environment

SAP Contact Center 7.0

Keywords

in a call, handling an e-mail, chat , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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