Hello,
I found this definition "
The manually-dialed outbound call on behalf of queue counts as resetting the agent's counter for time since last interaction. For the purposes of ACD calculations, it behaves the same as an inbound ACD call."
Does this mean that oubound calls placed on behalf of an inbound call queue will be reflected as "offerred" for purposes of metrics reports? #Reporting/Analytics#SystemAdministration#Unsure/Other------------------------------
Michelle Saporito
Community Legal Services of Mid-Florida
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