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  • 1.  Interactions View - Show ANI Number instead of Agent's name

    Posted 11-15-2023 02:55
    No replies, thread closed.

    Hi,

    I noticed in the Interactions View that the Outbound Interactions shows the agents' names under the ANI column. Is it possible to have the number displayed instead of the agents' names?

    Thank you,

    Janine

    #AgentInteractions #ANI 


    #Reporting/Analytics

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    Janine Pumarada
    Systems Engineer
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  • 2.  RE: Interactions View - Show ANI Number instead of Agent's name

    Posted 11-16-2023 05:27
    No replies, thread closed.

    Hi Janine,

    I came across this issue previously, and if you select the column DNIS, it will display the number dialled.



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    Craig Varney
    VELUX A/S
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  • 3.  RE: Interactions View - Show ANI Number instead of Agent's name

    Posted 04-16-2024 11:52
    No replies, thread closed.

    We are having the same Issue. 

    I needed to show that our team had not made multiple outbound calls to a particular phone number.

    I wanted to use the interactions view to create a summary export for the day showing the number dialed (DNIS) our caller ID (ANI) date/time, duration, agent so I could provide a nice little package of evidence that only a single call was made and what the caller would have seen as the calling phone number. 

    DNIS worked fine, view has the the caller's phone number but the ANI field has agent name and not our outbound caller ID. I can't find any field which has the Outbound Phone number in the Performance >> Workspace >> interactions view.



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    Roberta Wermer
    Cognosante Holdings, LLC
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