Save the date - we're getting merged!
Marriage isn't the simplest thing in the world, but it serves the purpose of coming together to become one entity, better than the sum of its parts.
Just like a marriage, merging operations are ideal but also complex and inconsistent.
An Interaction can sometime be broken into multiple instances for 2 main reasons:
Broken interaction - a single interaction that was broken into multiple instances due to technical reasons (e.g. long calls, sub optimal recording, etc.).
Partial interaction - a transaction that was completed over more than one touch interaction (e.g. 1st call in the morning and a follow-up to close a sale in the afternoon).
We are happy to introduce you to WILL YOU MERGE ME - a new capability that will enable you to merge multiple interactions into a single, smart interaction, with only a few clicks.
Step 1: Hold down the Ctrl key on your keyboard
While holding the Ctrl button select the interactions you wish to merge, and then head over to the selection bar and choose the 'Merge' option.
You'll be able to access most of the data instantly while our AI processes the merge and filling out the score card for you .
Note that you can identify a merged call by the merge icon presented on the interaction, with it flashing to indicate the merge is still in process.
You can even expand the merge history bar to review the original interactions details that were merged, and their new part in the merged call.