More customer details when logging request

[Alisha]

Good morning,

In PC1, the handle was used as part of the customer's details when logging a request. Our handles contained the customer's First Name, Last Name and User ID, and we relied on seeing the User ID when logging a request. Now this is no longer there in PC2.

Please could we request that the handle is displayed again, or if not, please could the User ID be displayed?

Many thanks,
Alisha

[James Ainsworth]

Hi @Alisha

Thanks for your post. 

You are able to add the User ID to the right hand side using the Display Additional Fields option on the Search Customer form.  

Some information about this can be found here.

[Alisha]

Hi @James Ainsworth,

Thank you for your reply.

When we move onto the next screen, the information disappears. It would be really helpful if we could see the User ID next to the First and Last Name on the Customer line, like it was for us in PC1.

Many thanks,
Alisha

[James Ainsworth]

@Alisha

The information is still there.  It is just collapsed,  You can click on that section on the right side to expose it again.  

[Estie]

Hi I have the same issue as above.  I have added a customer search and added Login ID to the additional fields.  However I cannot see the login ID even when expanding the right hand pane.

Is it necessary to add all the name fields to the additional fields too to see the login ID?

[James Ainsworth]

Hi @Stefania Tarantino

I believe that I am experiencing the same thing that you are.  I've let the development team know and once it has been investigated, I'll let you know.

[Alisha]

On 9/1/2022 at 6:38 PM, James Ainsworth said:

@Alisha

The information is still there.  It is just collapsed,  You can click on that section on the right side to expose it again.  

@James Ainsworth Although the information is there and just collapsed, it would be more helpful to see the Login ID or Handle next to the customer details (without having to expand the section) as we refer to this information when call taking. It would be inefficient to keep clicking on the customer details section to expand it whenever we need to refer to it during a call.

This was fine in PC1 but has been removed in PC2. As we had to switch on PC2 yesterday, this change is having a negative effect on the way we are taking calls now.

[Alisha]

Hi @James Ainsworth,

Alternatively, if there is a setting to leave the Customer part of the summary panel expanded throughout the whole capture, that would also work for us.

Many thanks,
Alisha

[lomixture]

+1 to @Alisha most recent two messages

[Martyn Houghton]

+1 for setting to allow expanded customer panel.