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Call variable layout during outbound calls

kavle
Level 3
Level 3

Hello all,

hope everyone doing great .

need some help on how to fix the call variable display when an agent makes outbound call . Currently it displays like this .

kavle_0-1716217572347.png

 we need something like this.

kavle_1-1716218523792.png

the one which is showing all the call variables (which we dont need) is the new Agent PG / new finesse we added.

I am not getting what is the setting for the outbound call for user layout .

Kavle

1 Accepted Solution

Accepted Solutions

Hi @kavle, glad to hear that was the issue, thank you for reporting back that it was the fix.
Please mark that as the solution/it is resolved so that it'll be noted for the next person who runs into the issue.

View solution in original post

6 Replies 6

Are you referring to outbound calls an agent makes manually or outbound option/dialer ones?. If it is outbound option/dialer you can do it, but if you're referring to regular/manual outbound, not sure. What version are you using?
Also, what's the business case, if you're showing blank data for an agent's manual outbound call, is that an issue for them for some reason?

Hello Bill,

the version is 12.6.1 

its not dialer call 

its a manual outbound calling scenario 

we have finesse clusters . Finesse 1 and 2 are fine . The 3rd one is newly added . everything is fine with the new one also but the call variable display during manual outbound call . When agent makes outbound call it display all the 1 to 10 call variable for a while and business do not wnat that and they want it show like other finesse. (like in my second screenshot)

So 1 and 2 work fine but 3 doesn't? Are you sure you don't have some custom Finesse workflow or settings that are team resources/team layouts for the first two and not for the third, or vice versa?

Hi Bill,

yes it was the default layout, which will be used for the outbound calls . After mimicking the default layout to other finesse layout It worked !!

Hi @kavle, glad to hear that was the issue, thank you for reporting back that it was the fix.
Please mark that as the solution/it is resolved so that it'll be noted for the next person who runs into the issue.

Absolutely !!!!!!