MS Dynamics - Auto Complete Phone Calls
With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow
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Randi
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