Administrators are able to add inbound and outbound handle time data to the CSI file that is sent to Verint.
This is implemented on the Intergrations tile found on the Admin dashboard.
On the Intergrations dashboard, click on the view button on the Verint drop-down.
Select Work Force Management from the Verint Intergrations available.
Scroll to the bottom of the Verint WFM configuration dialog box and enable the detailed handle time.
Once you have enabled detailed handle time, the configure work type option will be revealed.
Clicking on the pencil icon next to configure work type will open another dialog box allowing you to associate an outbound work type with an inbound work type.
This will allow the stats associated with calls made via that outbound work type to be added to the CSI file as outbound handle time.
The Inbound and outbound handle time stats will be added to the CSI file and updated to Verint 15-minute intervals.