Rejected email contacts are re-allocated to agents with a long delay in SAP Contact Center

[former_member650538]

Hello.

Recently, we updated the software version of SAP CCtr from 7.0.13 to 7.0.16.

After some time, a situation arose when a large number of emails (more than 500) appeared in the queue, and there were few agents serving it.
Some contacts from this queue were rejected by agents. For example, in situations where the agent wanted to take a break, and the letter had already been distributed to him. Then he put the status "not ready", and left. In the monitoring, such contacts were displayed as "Rejected".
Or, he simply did not accept the contact, and the status itself switched to "not ready". In the monitoring, such contacts were displayed as "no answer".

Further, such letters for some time ceased to be allocated to agents.
In the documentation, I found a formula for calculating the allocation priority:

Contact allocation priority = [skill value] * [Importance of Skill Matching] + ([contact waiting time]/[queue priority])* [Importance of Contact Waiting Time]

Obviously, the longer the contact waiting time, the higher the Contact allocation priority.
I checked in the logs of the CEM server - this is really so, the Contact allocation priority increases in proportion to the waiting time.
However, after the contact is rejected or no answer, newer contacts with lower priority are allocated instead.

For example, here's a contact that was rejected the first time it was allocated:

And the second contact, which got into the queue much later, had a lower priority, but was allocated to the agent earlier:

I found this note:
https://launchpad.support.sap.com/#/notes/0001962964

It says to change the "Block Rejected Contact from Agent" from "Yes" (which is set by default) to "Never"

We have not set this parameter. So, it's Off by default.

I also found another note:
https://launchpad.support.sap.com/#/notes/0002520048
This is also not our case, since the emails are not redirected anywhere, but are always in the same queue.

I would be very grateful if someone can explain why this is happening, and what to do about it.

Regards, Alexey.

[former_member736352]

Hey,

Due to Python 3 upgrade we have seen few issues with email handling and there is a bunch of fixies in 7.0.16.100 package. Hope you have that already installed?

If they issue persist in 7.0.16.100 I ask you to raise an incident and we will check out what is going on.

Br,
Jukka