My IPCC CSQ agents take inbound sales calls and perform outbound followup calls during times of low inbound call-volume.
I'm looking for an effective way to "police" my people's work. Since outcalls put them in a NotReady state, I can't use the login times as a benchmark. The agent-state report is okay, but the NotReady state doesn't tell me whether my people are working or wasting time.
Ideally I would disable the ready/not-ready buttons and simply use login time as my punch-clock, but IPCC doesn't allow automatic Ready state at startup/login. I could remove the "not-ready" button so the options are: LOGIN / READY / LOGOUT, but agents are not-ready at login, which sets me up for potential abuse (time wasting)
I've considered "talk-time" minimums, but that's tough to enforce when inbound call volume is so variable.
All I really want is for my agents to stay logged in for X% of their day, making outbound calls when their phones aren't ringing.