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Charity St. John

Joined Aug 15, 2023

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Last activity Jun 20, 2024

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Latest activity by Charity St. John

Charity St. John commented,

CommentExplore recipes

If you follow step 3, the listed metrics and attributes are not available. In order to build this report, you have to be in Omnichannel: Agent state [default]. Perhaps a correction would make it less confusing for others. As it stands, these directions will not result in this report. 

View comment · Posted Jun 20, 2024 · Charity St. John

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Charity St. John commented,

CommentViewing and using dashboards

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?

 

View comment · Edited Jun 19, 2024 · Charity St. John

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