Good afternoon.
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.
Many thanks,
Nick Squires
MIB
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Nicholas Squires
Motor Insurers' Bureau
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