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Former Member

SAP BCM No email allocation to free agent


We have implemented SAP BCM with the e-mail channel functionality. This channel is quite seriously handled by customer because the daily average queue emails amount is about 100 emails.

We noticed in several agents (2-4 agents) that sometimes (during one day), the system does not allocate a new e-mails from the queue to them, although there are logged into the e-mail queues and have a appropriate skill set to "5" (phone calls are allocated without any problem).

This is strange because other agents with the same rights do not have such a situation. It looks as if there was some hidden setting in the system which put daily queue allocation limit on agent for new emails.

Because in the next day, the same agent has no problems and e-mails are normally correctly allocated to this agent.

Do you have met with such a situation? and it is possible to set a hidden parameter somewhere, which describe an allocating new e-mails limit to a consultant?



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1 Answer

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    Former Member
    Jan 09, 2015 at 01:23 PM


    Maybe some BCM bug?

    Text from Patch notes:

    When an e-mail was allocated to an agent from a queue, and the agent forwarded it to another queue, no

    more e-mails could be allocated to this agent. The reason was that CEM did not clear the contact from the

    source queue before registering it in the destination queue. Corrected in CEM Server. CM 0120025231

    0001162440 2013

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