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limingq2010
Beginner

Outbound Option - Personal Callback Preview Context

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.

1 ACCEPTED SOLUTION

Accepted Solutions
piyush aghera
Enthusiast

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

View solution in original post

2 REPLIES 2
piyush aghera
Enthusiast

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

View solution in original post

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.

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