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On my agent performance workspace tab, I am looking at the number of outbound calls made by a group of agents.Outbound is 0 for most agents even though they are making outbound calls.I understand this is because for some reason, for an outbound call to count against an agent it must be placed on behalf of a queue (please confirm if this is correct).However, in my filters I have ACD (Yes and No) both selected, yet it still doesn't give me the total of "non-acd" outbound calls made.What is the reason for this and is there a way around it? Would simply like to have a tally of outbound calls made by an agent without having to jump through hoops.
There is a filter for outbound at the top of the filter list that will filter for outbound calls made on behalf of a queue. If agents are calling from the calls tab, those will not show up in that view.
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