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4
Seeing The History Of A Record
Feature Request
Completed
01 August 2023
For advisers to be able to have access to "record history", but to not be able to search the data of their colleagues. We need access to this section to mange safeguarding concerns and risk - but at the minute advisers can search for each others shift information/calls taken etc. Option to only be able to search their own data and not others - unless in management position.
Contact Hub will solve this problem. While we are finishing the voice part of the journey and starting the digital, you should be able to see how this is going to look. Here is a mock up from our design files.
Would this solve each persons problems?
2 Comments
MaxContact Product Team
one year, 110 days ago
Thanks for this, I can appreciate there is a number of use cases where this would be useful.
Your suggestion has been queued up for prioritisation. Feature suggestions are prioritised based on the value to our broader customer community and the product roadmap.
We may not be able to pursue this one immediately, but we will continue to monitor it for community input. We are also looking at new functionality that is similar to what you have described as part of our WebAgent redesign project that is ongoing at present.
Thanks
MaxContact Product Owners
Reply
Lucy
209 days, 22 hours ago
We would like to add to this feature request as this is causing an issue for us too - specifically for email interactions.
The ticket history screen that agents can view has very limited information. The alternative is to grant access to the record history for agents but this brings the ability for agents to listen to eachothers call. We would like to option to be able to restrict call recording to allow all to have access to record history or expand the functionality of the ticket history.
Reply
MaxContact Product Team
204 days, 13 hours ago
Hi
Have you been able to take a look at the redesigned WebAgent, which is now Contact Hub? While we are finishing the voice part of the journey and starting the digital, you should be able to see how this is going to look.
Here is a mock up from our design files.
Could you let me know if this meets your ask?
Thanks
MaxContact Product Owners
MaxContact Product Team
203 days, 14 hours ago
I have attached an image in the main post above, hopefully you can now see this.
Thanks
MaxContact Product Owners
Thanks for your feedback