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
- Log in to Configuration Manager for Contact Center.
- Select Integration.
- Select Screen Pop.
- Select Local for Target Type (if you are not using an external CRM, such as Salesforce or Zendesk).
- Go to Trigger A Popup Window and make sure When agent accepts transaction is selected.
- 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.