Question
In the prebuilt omnichannel agent state and activity dashboard, the Agent avg used capacity column shows either 0.00
or a blank null
value. What do these values mean?
Answer
If you see 0.00
values in the Agent avg used capacity column, this could be the result of either of the following situations:
- The agent is online, but not actively working in the given channel
- If you’ve created unified agent statuses and the agent is in the unified online state, they are marked as online across all channels, even if they’re only actively working in one channel
If you see blanks, or null
values, in the Agent avg used capacity column, the agent was not in an online state.
Tip: If you created custom omnichannel queues, you can create a dashboard that shows live data on how work is being routed. Find the details using this recipe: Reporting on custom omnichannel queue performance.
For more information, see the article: Metrics and attributes for agent state and activity.
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