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Overview of the omnichannel agent state and activity dashboard



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jun 21, 2024


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This dashboard has a pre-built metric that is not correct. It contains metrics that are not even used in this dataset to reflect average work items assigned. I see this note: Note: The metrics omnichannel_agent_productivity_capacity_seconds and omnichannel_agent_productivity_agent_online_seconds are used only for calculating average used capacity and can't be added directly to a report.

but how can we confirm this is correct? The formatting in the calculation indicates it is incorrect and there is concern when we cannot confirm the report is working as expected. I am deeply disappointed that the ability to build custom metrics and attributes will force us to different reporting in the future. We have spent hours creating custom dashboards that work to bridge old fields with new fields allowing us to report on a wide range of historical data. Why are these used for calculating average used capacity but not able to be added to a report?

 

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