R12 - Opening Multiple Contact Center Forms

Hello,

In 11i, customer service reps are able to open multiple contact center forms. They are not able to do this in R12.

Behavior in R12:

Navigate to the Contact Center form and start entering details such as customer number

Navigate to the Contact Center form – it does not open a new blank form, it goes back to the form that was previously opened

In 11i, a new Contact Center form opens and Customer Service Reps are able to work on multiple calls at the same time. This is critical – when we watched one of the customer service reps take calls, she had two or three forms open. They take a service call, hang up with the customer or put them on hold, leave the form open to complete additional details or wait for additional requirements from other colleagues; in the meantime there may be another service call that they take and they need to open a new contact center form.