With the general availability release of Single Customer View on 9th October, there was a few channels not stitched in Phase 1 notably outbound call campaigns. The UI only showed a create contact button and a search box, in order in decrease AHT and make it easier for agents to manually add the interaction to the correct contact. The phone number is auto populated into the search box and there is is an auto search done. The agent can then choose to select an existing contact or to create a new contact with the phone number of the campaign.
Outbound campaigns will not feature as an interaction in the journey tab until they are stitched. This is on the roadmap for 2023.
#Outbound------------------------------
Aoife Kelly
Genesys - Product Manager (External Contacts and Journey)
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