Why is Customer Experience showing text instead of a number in the destination number field?
Applies To
- Contact Center
- Customer Experience
Answer
This happens when the agent attempts an outbound call and mistakenly places the wrong value in the phone number box in the Agent Console.
Contact Center attempts to make the call even if the entered value is not valid and the call fails to connect.
Customer Experience will display the attempted transaction resulting in the text entered into the phone number box showing in the destination number field.