Support Article

"Detractor-0" message being displayed

SA-28200

Summary



A migration was done from:
  • PRPC 6.3 SP1
  • Customer Process Manager (CPM) 6.3 SP2
  • Healthcare Industry Foundation (HCIF)  7.7 SP2
  • Customer Process ManagerTM for Healthcare Framework (CPMHC) 7.6 SP1

to

  • PRPC 7.1.9
  • Customer Service (CS) 7.1.4
  • Healthcare Industry Foundation (HCIF)  7.1.3
  •  Customer Service for Healthcare (CSHC)7.1.4.


Afterward, it is  noticed a "Detractor-0" message being displayed during an interaction next to the contact name.
User likes to know where it is coming from.


Error Messages



Not applicable


Steps to Reproduce



Launch interaction.


Root Cause



This is displayed as part of the NPS (net promoter score) feature which is available in CPMHC.

Resolution



In this particular case, user did not want this to be displayed.

The solution consisted in making the section CPMThumbNailNetPromoterCategory never visible in their custom section CPMThumbNailContact.

 

Published September 20, 2016 - Updated October 14, 2016

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