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View the Status of Engagement in the Contact Center

See a visual representation of how a member engagement is progressing, and mark each stage as complete to move on to the next one. You can also update records in each stage.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

For example, if your admin adds the Is Attendee Verified? field to a stage in the path, you can view whether the attendee on the call is verified or not from the progression bar. If you find a discrepancy in the record, you can edit it as needed.

Note
Note Contact your admin to set up the path settings, including engagement statuses and fields to display for each stage.
  • Go to the engagement interaction record.
  • To view key fields configured for a stage, click the stage name, then click the Actions button. To edit key fields, click Edit.
  • To mark a stage as complete, click Mark Status as Complete.

See Also