Settings and activity
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15 votes
Amir
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74 votesAmir
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115 votesAmir
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19 votes
An error occurred while saving the comment Amir
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7 votes
An error occurred while saving the comment Amir
commented
I see that it says implemented as of 4/18/24. This does not appear to be the case after trying to search a phone number formated with () or -. Only when there are only numbers does it pull up the call if it exists. It is still a global search bar, but a search bar dedicated only to phone number search might be best.
An error occurred while saving the comment Amir
commented
This feature should be the top priority for any call center. Searching by the customer's phone number is the fastest way to pull up a call. As team managers when reviewing an agent's performance, the first place we look is in their CRM lists of contacts and sold clients, then from their straight to pulling up the exact call via phone number. We should be able to enter the number in any format, whether its, (***) ***-*** or ***-***-xxxx or xxxxxxxxxx. Each of these10 10-digit phone number formats should search 'Caller ID' only and not be a Global search of all content/data, including transcripts, Q&A, Trackers, etc. Phone numbers can be in any format, and only searches for phone numbers - that is what we need.
Amir
supported this idea
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Yes agree with Danielle 100%! This is a major flaw. We need the ability to abort/cancel the requeue just like you would with a transfer if you, say chose the wrong queue, don't wish to have the other party go to VM or wait too long for a queue answer ect. I have been reporting this to RC support for months now.