Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  External Contact's name shown in the call history instead of number?

    Posted 09-14-2023 06:51

    Hello,

    is it possible to show the name of an external contact in the call history, instead of the phone number?

    Unfortunately I wasn't able to find anything about this topic in any documentation or other thread.

    Thanks and best regards,

    Phillip


    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

    ------------------------------
    Phillip Riepshoff
    deliberate GmbH
    ------------------------------


  • 2.  RE: External Contact's name shown in the call history instead of number?

    Posted 09-16-2023 09:57

    If a number or Email matches an external contact, you will see that external contact name once the interaction is picked up by the agent.  Are you not see ANY information when on an inbound call?  Perhaps the lookup is not working because of the number lookup.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: External Contact's name shown in the call history instead of number?

    Posted 09-18-2023 08:49

    The agents are able to see the contact's name when the pop-up of the incoming call appears, but not in the call history after the call has concluded. So if they want to call the customer back via call-history and they had a few calls that day, they obviously don't know which number belongs to which contact in the call-history. That's what they would like to see.



    ------------------------------
    Phillip Riepshoff
    deliberate GmbH
    ------------------------------

    Original Message


  • 4.  RE: External Contact's name shown in the call history instead of number?

    GENESYS
    Posted 09-18-2023 08:33

    Hello Phillip, in addition to Carl's comments, we do have this feature related to this use case in progress and we're targeting a beta later this year.  You can track its progress with this aha idea here.

    Regards,



    ------------------------------
    Jason Wolfgang
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: External Contact's name shown in the call history instead of number?

    Posted 09-18-2023 08:52

    Hi Jason, thanks a lot for the link! A colleague of mine coincidentally found that same aha idea today, too. So I'll be tracking that one for sure, thanks!



    ------------------------------
    Phillip Riepshoff
    deliberate GmbH
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources