Question Re: CDT History shows contact Arrival Time not AnswerTime in CRM and CX Q&A

CDT History shows contact Arrival Time not AnswerTime

aldets — Fri, 05 Mar 2021 05:39:39 GMT

Hi,

I've tryed to find a way to change it, but was not able to. So my question is:

Is it possible that in the CDT History view an agent can see the Answer Time of the contact, instead of the time the contact arrived in the Contact Center?

Problem for the customer is, that if they answer a contact frow a queue that has been waiting there for maybe an hour, then it will place the contcat in between others in the past, if the agent has answered contacts from other queues with shorter waiting times.

Kind regards,

Alder Tsvetkov

Application administrator

Re: CDT History shows contact Arrival Time not AnswerTime

former_member736352 — Tue, 09 Mar 2021 09:43:48 GMT

Hey,

the values are fixed in that view and there is no setting to change them. It could be possible to hack CDT code to show wanted information, but that is something I cannot guarantee.

BR,
Jukka

Re: CDT History shows contact Arrival Time not AnswerTime

aldets — Tue, 09 Mar 2021 11:38:18 GMT

Hi,

Thanks for your answer. I rather not do any hacking with the CDT code 🙂 .

Kind regards,

Alder