Deleting Multiple Records

Perform the procedure in this section to delete multiple records from the Internal CRM.

Before You Begin

Before deleting  CRM data, note that:

The procedure in this section assumes you can use the Search tool to search for case and customer records. For information about the Search tool, see Searching for CRM Data, on page 1.

To delete multiple records from the Internal CRM:

  1. Log in to Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as an AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise..

    Only Agent Supervisors can delete Internal CRM records.

  2. In the Agent Supervisor Console, in the Navigation bar, click Home to display the CRM panel, then perform one of the following:

    The Agent Supervisor Console displays the Search Customers or Search Cases tool.

  3. In the Search tool, search for the case or customer records you want to delete.

    The search tool lists the case or customer records.

    For information about using the Search tool, see Searching for CRM Data, on page 1.

  4. In the list of case or customer records, perform one of the following:

    The Agent Supervisor Console displays a delete confirmation dialog box.

  5. Before confirming deletion of the records, review the information in Before You Begin, above.

    When you are sure you want to delete the selected records, in the confirmation dialog box, click OK to permanently delete the customer or case records.

 


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