When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
Jennie
shared this idea
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Jahn
commented
This is key functionality that various customers have requested.
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Montana
commented
Agree with Justin & Nick - This is a critical requirement. We have had alot of missed calls due to this.
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Nick
commented
Agree with Justin - this is a critical requirement. Otherwise CX agents will fail servicing customers and impact SLA's.. please prioritize this change!
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Scott
commented
I'm asked for this capability in many customer demos and RFP's, currently we cannot comply.
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Justin
commented
This is critical! My customer has agents that need to make an outbound call from CX, and they are being put right back into an Available state after the call is completed. CX should put them into the last state they were in once the outbound call is completed.