When an Agent Accepts an Interaction in Contact Center a Case Is Not Automatically Created

Symptom

When an agent accepts an interaction in 8x8 Contact Center, the system does not automatically create a new case.

Applies To

• 8x8 Contact Center

Resolution

1. Log in to Configuration Manager for Contact Center.

2. Select Integration.

3. Select Screen Pop.

4. Select Local for Target Type (if you are not using an external CRM, such as Salesforce or Zendesk).

5. Go to Trigger A Popup Window and make sure When agent accepts transaction is selected.

6. Select the type of media for which this happens (phone, chat, email, voicemail).

   

Cause

Screen Pop is not enabled.

Additional Information

More information on Screen Pop can be found here.