Helpline calls no longer appearing against member records
Ticketclosed
Kelbrook Mutual Insurance · Helpline calls no longer appearing against member records
Rebecca Ainsworth reported helpline calls had stopped appearing against member records, so relationship managers met members who looked uncontacted. Bethan Lister found a gap in the helpline connector.
What happened
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth reported helpline calls had stopped appearing against member records, so relationship managers met members who looked uncontacted. Bethan Lister found a gap in the helpline connector.
Problem: Helpline calls stopped appearing against member records, so relationship managers walked into renewals with members who looked uncontacted. Rebecca also asked whether other sources were affected.
Handling: Bethan found calls stopped arriving from a certain point while older calls remained, and flagged it to the team without giving a fix date. She asked Rebecca to check a recent call in the call recorder's own view.
Watch: The record does not show when the fix was made or whether other sources were affected. The ticket was solved on 15 Oct 2024 and closed on 19 Oct 2024.
Details
Updated 9 Oct 26Trail
- Public reply · Bethan Lister 1 Oct 2024 12:51Hi Rebecca, thanks for getting in touch. Just so I've got this right, calls from the helpline have stopped showing against member records, and your relationship managers have noticed it on their side? Could you log the details here when you can, with one member you can see that's missing a recent call? I'll check the connector straight away once I have that. Thanks, Bethan
Public reply · Rebecca Ainsworth 1 Oct 2024 13:44Hi Bethan, yes, that's the picture. I'll write up the details this afternoon with examples, since it's affecting renewal meetings and we'd like to know when it stopped. Kind regards, Rebecca- created · Rebecca Ainsworth 1 Oct 2024 17:15Following on from this morning, the calls from the helpline have stopped appearing against member records in BG-Demo. Our relationship managers are walking into renewals with members who look like they've had no contact, which isn't what they've been told on the phones. Let's not make them tell us twice, so could someone look at the helpline connector today? Is that the whole picture, or are other sources affected too? Kind regards, Rebecca
- Public reply · Bethan Lister 1 Oct 2024 23:46Hi Rebecca, thanks for the detail. I can see the gap on our side for the helpline connector: calls stop arriving from a certain point, while the older ones are still in place. I've flagged it to the team and I'll come back to you as soon as I have a fix path, though I can't give you a date yet. In the meantime, could you check whether a call from today shows in the call recorder's own view for one member? That will tell us where it stops. Thanks, Bethan
- Status change · 19 Oct 2024 23:59