Call Result in SF Lighting Contact Center
Ask: Would like this to display all system/carrier results, similar to RC. Example: When OB call is made and an Invalid number or Disconnected message is played, the result will be automatically captured and mapped to this field without Agent interaction or by purchasing the Personal Connection add on.
Current State: This field will populate “Call Terminated”.
Peninsula would need the carrier results to be displayed and saved in Salesforce to track the validity of agent call disconnect reasons. We have many lead sources. These lead sources vary from business investment perspectives. The automated call disconnect reason will provide us with insights on the quality of our leads, hence our focus on lead generation channels. This is currently available in RC CTI.
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