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Once a call is received and connected, it will be recorded in CIM as an OUTBOUND customer interaction as shown in the screenshot below.
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This feature is NOT available for administrators, that is, administrators cannot make an outbound call to the customer from the admin application. Instead, they have to have a supervisor or an agent credentials and log on to the Finesse gadget to make a call to the customer. |
Multi-legged call
This type of call happens if there is more than one agent that has handled the call i.e in case of a transferred or conference call.
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