Call reports by direction

[ecadet]

Since the verb CALLOUTBOUND is supported by QM, is there a way to have a queue defined as both inbound & outbound and report all call activities (inbound &outbound) for that queue in one report.  This would eliminate the need to create special outbound queues in QM.

Please, advise.

[QueueMetrics]

We do not suggest using the same queue for inbound and outbound, but to monitor an aggregate queue instead.