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Why do I see doubled case numbers in queues detailed entered transactions activity report?
8x8 Support

Why do I see doubled case numbers in queues detailed entered transactions activity report?

 

Question 

When running a Queues: Detailed entered transactions activity report, why do I see some case numbers twice, with a different transaction ID? 

Applies To

  • VCC
  • Historical reports
  • Queues: Detailed entered transactions activity

Answer

When there is a platform switch, existing interactions in the queues, are moved on the platform where the tenant is being switched. This is the reason why you can see some cases as duplicates but with a different transaction ID.