Changing of Cust Info after call has been hung up

[porpoise3]

Hello All....
How can an Agent change customer info after the call has been hung-up and they are on the disposition screen? I know that when they minimize the "green disposition screen" it will allow you to view the information but will not allow the user to change any information.

Thank you and hope your day is well!

Porpoise3

[mflorell]

You can't, there is currently no way to do this with the agent interface.

[porpoise3]

Thanks Matt,

I thought so but wasn't sure, I know I can change it manually in the Admin section like I have for years now but wasn't sure if the Agent was ever able to by selecting "it" in the Admin section to allow them to be able to. I APPRECIATE all yor help. Have a GREAT week and BE SAFE!!

Porpoise3

[williamconley]

Do remember that the prospect hanging up does not make the agent go to the dispo screen.

The agent can continue to complete notes after the caller has terminated the call IF the AGENT does not press "hang up" on the screen.

This allows the agent to "clean up" before moving on to the dispo screen (by pressing "hang up").

[porpoise3]

Thanks Williamconley,

IF I could just get the Agents to be responsible enough to do so in certain instances. LOL Have a GREAT weekend again THANKS!

[williamconley]

I built a Local Web for one client ...

Inside their office if an agent types "imanidiot" and hits enter, it goes to a web site that they can log in to and modify their last 5 calls information. Of course, this is logged in case someone tries to abuse it ... but making them type "i m an idiot" to change the record seems to have had the effect. it gets used very sparingly.

[DomeDan]

williamconley, could you share the source for "imanidiot"?
It would spare me some time cleaning up the agents mess.

I ended up here trying to find out why the minimize links doesn’t work for me and found out that the agents cant change the customers data by minimize the dispo.

[williamconley]

Custom built per-client. That client had the records being modified in a custom sugarcrm module you don't even have. Probably wouldn't help you much. But we'd be happy to write one "for the community" if you'd pay for it and allow publishing

[DomeDan]

ok, yeah I guess that would be useless for me.
I think I'm gonna try to build my own "imanidiot" and if people likes it I'm gonna post the source here.
but even better would be to be able to change customer data when pressing minimize in the dispo screen because its at that point the agent realize... "im an idiot"

[williamconley]

it is by design that they cannot do that. because a client hanging up and calling back happens quite a bit. two agents editing the same record can be disastrous.

if it were "simple and easy" (just minimize), they would actually come to rely on that as a method of "cleanup" and use it all day long. and then every client who called back would be talking with one agent (editing the record) while another agent was still making notes. record scramble. system designed to fail.

this way, it would be one heck of a coincidence (but still technically possible, just highly unlikely).

adding record locks may be a solution, but would complicate matters even further. so the way it is right now seems to be more likely to survive.

[DomeDan]

Your so right, didn’t think about it that way.
thank you for that answer!