One of our users is stating when she runs reports for Total Outbound Calls for her agents they are not showing up in the reports. She also states that the agents are logging out and making the calls. Don't the agents have to be logged in for the calls to show up in the report if they are filtering by Agent Names? She claims they are showing up for some users, but not others after a certain time of day. I thought the agents would have to be logged in for the report to show any stats. Any thoughts? Thanks!
Yes, the Agents have to be logged in and performed the Transfer action (on the any incoming calls or new calls ) from the ACD line.
Hope it helps.
Anand
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