Outbound Option - Personal Callback Preview Context

[limingq2010]

When an agent has scheduled a personal callback with a contact, and when that callback is presented to the agent in preview mode, the call context does not seem to include the identity of the callback request (other than call.PreferredAgentID).

If that agent has scheduled multiple callbacks, it would be nice to know which callback is being previewed (via personal call back id, account number, name... etc).

Did we miss anything or that's just the way it is?

Thanks in advance.

[piyush aghera · Accepted solution]

Do you use user.layout variable to set Finesse call variable layout to show call related details while in Preview mode ?

[limingq2010]

I did some further tests, I figured the context is not in the new dialog event, but it is in the subsequent update dialog event - Thanks for the reply.