Question: How to place an outbound call to show being placed from a specific queue? RE: In order to have better Queue call analytics not just for inbound calls, but also outbound calls, and I'm not talking about outbound queues for missed calls/callbacks, etc., I mean actual outbound calls placed by an agent that need to be tracked specifically for a specific queue, especially if an agent in multiple queues.
How does one go about if using a desktop phone, placing an outbound call as an agent of a queue, to show to callers that Queue's Caller ID assigned DID, and for that outbound call to be chosen by the agent to be tracked and placed from a specific queue? As an agent, we want them to place a call from a specific queue when placing that outbound call. I can within the App choose a number if assigned and given permissions to me in the Dial Pad dropdown, but I need to ensure when selecting an option, all the Queues [the agent is a member of] are part of that drop down. They need to choose which queue they are placing an outbound call "from" and ensure that those calls are all tracked for the related Queue call analytics. Those analytics need to show not just the inbound calls answered within a queue, but also the queue agents' outbound call activity as well.
How do we do this? I see no related content to my initial "question" statement above for any searches online or within GoTo Support pages to detail how an agent makes an outbound specific Queue call using the GoTo Connect Desktop App when making an outbound call to change where that call is coming from…i.e. say the Sales queue, or maybe the HelpDesk Queue, etc.
There needs to be an option if not already, to ensure Queue agents making manual outbound calls can select where they are making that call from, specifically a designated Queue. This is really important when an agent may be an agent within multiple queues handling all sorts of outbound calls to Queue callers. outbound calling for queues is just as important part of the analytics as it is for inbound calls, agent activity. If somewhere I have missed how to complete this action, please provide that link to show exactly how an agent under the Contact Center can place an outbound call and choose specifically which Queue that call is being placed "from" for tracing and to show the proper Queue Caller ID when placing that call.
Thank you.
