Guys,
I’m trying to get CCPulse+ to show CurrentAgentState as Outbound VHT rather than just plain outbound. If it shows as plain old outbound then supervisors have trouble distinguishing if the agent is truely making an agent initiated outbound call rathether than answering an incoming call that was initiated by VHT callback.
Hope this makes sense.
How do I configure CCP+ to distinguish (by color) between outbound VHT calls and outbound calls initiated by the agent?
Help appreciated.
Cheers
DaveB