Outbound Calling on Agent Extension

Unanswered Question
Jan 7th, 2010
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Does anyone know if Supervisor desktop is able to display and outbound call in realtime.  I know you can click on the log.  Is there anywhere to see a colum in the supervisor desktop.


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Nathan Luk Sun, 01/10/2010 - 23:38
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Hi there,

While the real time display doesn't distinguish between outbound and inbound calls (just displays the state as "Talking"), the direction of the call is reflected in the Agent tree on the left hand side of the supervisor desktop. So if they are on an outbound call you can see the state duration in the Team Agent State Display and look in the left hand tree (will need to expand the agent branch out) and from there see if the call is inbound or outbound.

If you want it in a little easier format then you will probably need to run a realtime report in webview so you can see the direct right next to the duration.




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