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Hi Team,Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a CallbackThis would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue, did they leave a callback, etc).Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?Cheers,
Hi @Aoife Kelly & @Gayathri Jaishankar
Sorry to highjack an oldish thread, but had some more questions about the single customer view.Currently the list shows there was an interaction and some high-level info - but it's lacking any detailed information about the interaction (i.e. email body, chat/voice transcript, participant data) and there doesn't appear to a way to identify or open/expand the previous interaction.Are there any plans to at least show the correlating interaction ID in this view (or better yet, show some more of the interaction details like the participant data?)Thanks,Jeff
Hi Jeff! I am the product manager for Single Customer View now, so happy to field any questions. This question is very timely.
The short answer is - yes! There are plans to fold more interaction details into the customer journey.
I am currently evaluating the case for email, and I do expect to kick this off next year and iterate rapidly from there. Your feedback would be immensely valuable - please feel free to reach out to me directly via email too.
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