Interaction Desktop Help
Dial on Behalf of a Workgroup
Designating a workgroup when you make a call enables you to associate an outbound call with your workgroup. Primarily used for administrative and reporting purposes, this Dial on Behalf of a Workgroup feature enables the call to count towards an agent’s and the workgroup’s statistics.
If you or your CIC administrator enables Advanced Dialing Options and you are a member of at least one workgroup or have at least one account code to select, the Advanced Dialing Options dialog box appears every time you start a call and prompts you to assign the appropriate Account Code and/or designate a Workgroup.
There are two ways you can assign a workgroup code to an outbound call:
Use the Advanced Dialing Options dialog box.
Click the Dial on behalf of a workgroup icon in the Enter a name or number to dial search results. If you belong to more than one workgroup, select the appropriate workgroup when prompted.
Select a number in the Enter a name or number to dial search results and press Alt+W. If you belong to more than one workgroup, select the appropriate workgroup when prompted.