Our occupancy figures are distorted as relying on agents to manually select a status when on outbound, or non-ACD interactions which is trackable as "non available time" is very unreliable. I understand in the insurance and travel worlds, this is often the case where follow up work is done later and agents often forget to change status - heightening the available time and indicating lower occupancy than reality. This seems so obvious that its almost silly to ask - but when will this option of automating outbound calling, or non-acd calls with a "working" status of sorts be available? I cannot believe we are the only company in Canada wanting accurate stats??? thanks

Either make agents use advanced dialing so they have to choose a workgroup to dial out of or create a simple handler on the custom_initiatecall to check for workgroup membership and change the user status when making calls. RobertWC

Originally posted by RobertWC;21597
Either make agents use advanced dialing so they have to choose a workgroup to dial out of or create a simple handler on the custom_initiatecall to check for workgroup membership and change the user status when making calls. RobertWC

Be very careful in this venture. We went down this road and had several issues. The biggest is maintaining the previous status when the call involves multiple threads such as conference calls.