When an agent accepts an interaction in Contact Center, the system does not automatically create a new case.
- Contact Center
- Go to Configuration Manager, where all Contact Center settings can be found
- Choose Integration
- Choose 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.
- Choose the type of media for which this happens (phone, chat, email, voice mail)
Screen Pop is not enabled.
More information on Screen Pop can be found here.