Client wants to use their agent lines for business related outbound calls, but instead of showing this status as "not ready", they would prefer outbound calling from the agent line to show as "Talking" similar to how it appears when answering an inbound queue call.
This would allow that outbound talking time to be credited towards their queue time rather than "not ready" which is intrepreted on the agent report as "not working".
Anybody know how to modify this reason code or status setting?
I realize that moving this to talking will skew the stats for talking time per call, but just looking for options.
Thank you in advance, I will rate answers accordingly.
This has been discussed on the forum before. Here is the most recent thread I'm aware of: