Inbound/Outbound Occupancy

[gcarp]

We have a blended cc and our reports on occupancy - out of CMS -, I believe, do not recognize the outbound work that is done. When agents are in a dialer-driven outbound call, they are placed in AUX default.
If we were to add this AUX default to the numerator of the Occupancy calc, would this accurately account for dialer time (assuming AUX default is ONLY used in a dialer-driven call situation)?

[n_meghanath]

What about the normal default AUX? I believe all the uncoded AUX mode also comes in defualt AUX.

[tdravis]

The PBX sees the outbound agents as busy, hence the "bad" reports. Suggest you run the inbound calls through the dialer, and use the dialer reports, or combine the outbound dialer reports with the PBX reports. Either one sould work.

Tdravis@interactivesoftworks.com