AnsweredAssumed Answered

Calls landing in wrong groups

Question asked by lucky on Dec 1, 2017
Latest reply on Feb 21, 2018 by Raghu.Rudraraju

Dear All,


We are facing wrong call landing issue in our environment.


In our environment have 2 scernario,

1.Group name is mentioned in category and  someone has logged call into this category then call get landed to respective group.

2.Group name is not mentioned in category and someone has logged into this category then call get landed to our respective Servicedesk team.


Both above functionality is working fine but some time for some calls it not.


Sometime calls get landed into wrong group which is not part of call's category.


This is dynamic ie.if example 1000 calls are loggged into x category then 998 calls get assigned to correct group but facing wrong group for 2 calls.


Please help me to resolve this.As this is observed since 12.1


Currently we are 14.1 with Cu3.