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Status Under review
Created by John Landi
Created on May 12, 2023

Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in

Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over time. They mistakenly believed that they were transferring a current call to the correct skill, when in fact they were transferring it to a caller who had previously contacted us.