Outbound calls do not show agent is Talking

[hildreth]

We are struggling to manage the team when we can't distinguish a "not ready" (taking a break) agent from one who is on an outbound call.  We are on Version 10.6.1 

Creating a Not Ready - Talking state as a workaround is not a great solution, as not ready time is generally counted as non-productive time; as well, the various live reports show reason codes and not the state name and show an agent that is in multiple skill sets over and over again in the rows.  

Is a solution coming in a future version?

[armaan.rakha]

Yes, In v11.6 agent can make outbound calls in ready state as well from Finesse Agent Desktop

[hildreth]

Hi,

Today we can make calls, but it shows us as "not ready".  The agent is actually "talking" so we would like the system to indicate as such (as well as reports).

Is this the same in 11.6 or does it show them as "talking"?

LH