05-20-2024 08:24 AM
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 .
we need something like this.
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
Solved! Go to Solution.
05-24-2024 04:41 AM
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.
05-20-2024 10:23 AM
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?
05-20-2024 08:14 PM
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)
05-21-2024 04:48 AM
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?
05-24-2024 01:02 AM
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 !!
05-24-2024 04:41 AM
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.
05-24-2024 06:36 AM
Absolutely !!!!!!
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