Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
9
votes
Colby
shared this idea
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Joshua
commented
this is absolutely critical for any inbound call center to be able to distinguish inbound calls from manual outbound dials.
it boggles my mind that the inbound filter includes outbound calls. I know RC uses these vocab words in specific ways, but the dictionary is clear. inbound means inbound and outbound is outbound.
fix it.