Lindsay Connell

Hello,

I would like to provide additional information on this matter. Please feel free to review my currently open ticket (Ticket #12370874) for more detailed information, including a video demonstration.

Within the existing ticket or when attempting to dial and create a new one, there is an issue where calls do not consistently connect. The reasons for this could vary, such as potential issues with the phone number, simultaneous ongoing calls, or a disconnected phone number. Unfortunately, when a call attempt fails, it disappears without any indication that an attempt was made or any indication about why the call attempt failed. It simply vanishes from sight. 

This poses a problem for two significant reasons. Firstly, it would be preferable to log that a call attempt was made, providing evidence of our efforts to connect with the customer. Currently, there is no record of attempted calls, making it challenging to demonstrate our outreach.

While notes can be added to indicate an attempt, relying solely on this method may inadvertently encourage suboptimal behavior, where employees might "pretend" to have made a call. While manageable in a small team, this approach may become problematic as our team expands.

Moreover, my primary concern is our responsibility to showcase our actions to regulators during audits. While notes can be added, a true log of call attempts, alongside connected calls, would be more optimal and likely subject to less scrutiny. This approach ensures transparency and accountability, especially as our team continues to grow.