End-User Provide Contact Details for Digital Line
AnsweredFeature Request Summary:
Digital Lines should have the ability to obtain information from the end-user prior to initiating a call, much like when they begin a live chat.
Description/Use Cases:
When the Digital Call comes through and creates a ticket for our agents it displays as Caller Unknown which causes frustration to both the agent who can't see who it is reaching out, and the end-user who can't have their information pre-filled.
Business impact of limitation or missing feature:
When a call drops in, not having the Caller ID means the agent needs to spend time obtaining this information and amending the requester, which results in more time on the phone.
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Official comment
Hello Nick,
Thank you for your question. We understand your pain point. At this time, this is not on the short term roadmap. It is on our backlog.
Thank you
Sean
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