Genesys Cloud - Main

In this video @Stalin Singh shows us how to display external contact names in call history and voicemail inbox.

Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions, helping agents quickly identify who they have spoken with and who left a voicemail. Previously, agents had to cross-reference phone numbers with the External Contacts Directory to determine the caller’s identity. Now, the contact’s name appears exactly as it does in their profile, and agents can click a hyperlink to open the full directory record. This update helps improve efficiency by making it easier to return calls and manage ongoing conversations.

Read more:

• View call history
• Access your voicemail
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/february-17-2025/

#TAMStudios #FeatureReview #ExternalContacts #VoiceMail

Please post any questions or comments below, or email us at TAMStudios@Genesys.com  

#Omni-ChannelDesktop/UserInterface
#CommunityVideos(TAM,QA,etc.)