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Ability to change the outbound line before placing a call
Answered
Posted Jun 12, 2024
Hello! Today we started seeing a change in our work flow that is affecting our agents. When they choose the button to call the customer's default number, it used to call the customer immediately without interruptions, but now it opens the dial pad with the number already populated and then we have to click the call button. For us this is an unnecessary step because we already want to call the default number.
Our ideal solution is to have it the way it used to be: when you call on calling the default number of customers, it should just start the call.
Thank you very much!
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3 comments
Widson Reis
Hi Saria Habbab
As you may have seen in our announcement today, we made this change to allow customers with multiple lines — which are the majority of our customers — to switch the outbound line before making a call. The fact that customers couldn't do that was a big problem that has been unaddressed until now, and had no workarounds. Not to mention that customers used to complain that they would start calls by mistake when using the channel switcher. We believe that the extra click is a very small trade-off for much greater flexibility. Moreover, agents can still start a call immediately by simply pressing the enter key when the call console opens, without even needing to click the "Call" button, just as fast as before.
Thanks for your feedback!
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Michael McMurray
I'd like to echo what Saria has mentioned. This “small trade-off” adds an unnecessary step and slows down our agents. Why not add a toggle option that would allow us to retain the old behavior or turn on the new? This change has negatively impacted our support team.
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Widson Reis
Hi Michael McMurray
We have some improvements coming to the admin settings too, and will definitely consider your suggestion of adding a toggle for this feature when prioritizing the backlog.
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