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Awaiting Support Reply: Phone Interactions

edited Nov 22, 2019 10:25AM in CRM 1 comment

It appears that the functionality behind "Awaiting Support Reply" is based on outgoing email only.

Is there a method by which we can capture phone interactions, and cause the "Awaiting" field switch to 'No'?

Otherwise this metric will tend to force case activity towards email-only interactions, which can have a negative impact on time to close.

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