CallDialing Stat on Ready/NotReady Status

[cavagnaro]

Hi guys,
I have a customer request to be able to show when an agent does a CallDialing:
1. While on ready status
2. While on not ready status

As you know, if an agent begins to dial while on NotReady the Status is still NotReady, and at the end of the day you will not have this as status, but if he is on ready the CallDialing will become a status. So i was thinking to rest the:

CallDialingAction - CallDialingStatus (which i believe will give me the CallDialing while on Not Ready).

Any other idea? Some missing point i may be skipping?

Thanks

[bublepaw]

Hi cavagnaro,

We had same situation ( customer wanted to have number of initiated outbound connection by agent ) and we used DNAction with CallDialing. You can also use CallDialingStarted if You don't need time agent spent dialling or You can use CallDialed, CallAbandonedFromRinging - to distinguish how many calls were succefully dialled and how many were abandoned - all were tested but we sicked with calldialing as we need boot number of attempts and time.

Paul

[mark]

We are using CallDialling on AgentStatus to give us the amount of intiated outbound calls.

Mark

[cavagnaro]

Mark, but if you use it as status when the agent is on NotReady and does an Outbound call the action is trackeable but not the status as NotReady has more priority than CallDialing and therefore you might miss some important info there.

[mark]

You are not wrong, it is one of the things was picked up after it was created. Unfortunately it was not created by us, but a paid for resource to setup the initial reporting. Unless the business tell us they want it changed, we cant do a thing (even though we know it is wrong!).

Bonkers.