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Automatic Script display on Agent's Desktop for Digital Channels Interactions

  • 1.  Automatic Script display on Agent's Desktop for Digital Channels Interactions

    Posted 12-13-2019 10:13

    Hi All,

    Received all kind of complaints from customers, after adding digital channels to their Contact Center, as Agents have to click on the Script icon to have corresponding PureCloud Script or CRM integrated plattform displayed every time an interaction is received.

    Digital Channels: e-mail, chat, social media...

    This is overloading agent tasks without any reason.

    It is also found in this forum, that this is a Normal PureCloud behavior.

    So in order to have this changed, I have opened an idea in the PureCloud Ideas website, in order to be able to have an option to enable the automatic display of the Scripts in case of digital channels interactions:

    https://purecloud.ideas.aha.io/ideas/CLINB-I-736

    Please do vote for this new idea, if you are facing this kind of issue and receiving complaints from your customers too.

    Best regards
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


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