not ready on outbound calls

[lancbomb]

When an agent makes an outbound call and then goes into wrap does the not ready reason code relate to that outbound call
if not how we could collate this info in order to obtain an average handling time?

 

[sandyml]

If you have Not Ready Reason Codes activated on your system, then when the agent goes into "wrap" (presses the Not Ready key, I presume), the reason code would correlate to that Not Ready state. As far as the system is concerned, it has no link at all to that outbound call.

 

[captaingadget]

Sandyml is quite right. If you want a not ready reason code for outbound calls then you will need to create one and educate users on how to use it correctly. There will be a default not ready reason code in the system, if the user does not enter a specific code then the system uses the default.