QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: bhenry on September 03, 2009, 21:00:11

Title: Seperating Agents on the Agent tab by Queue
Post by: bhenry on September 03, 2009, 21:00:11

I am running version 1.5.0 so maybe this was fixed in one of later releases but I have multiple departments using the same database and queuemetrics page and the agents report tab contains agents of both departments.  For example if I run a report for the Sales department, I see agents from both the Sales Queue and the Support Queue on the agents tab.  I would like to only see agents from the Sales department in this scenario.  Is there a way to do this or have I misconfigured something?

Regards,
Brendan Henry

Title: Re: Seperating Agents on the Agent tab by Queue
Post by: QueueMetrics on September 07, 2009, 17:19:02

If some agents are working on sales queue only and other agents are working on support only, if you run a query for support only you will not see agents from sales, and vice-versa. Was this the issue?

Title: Re: Seperating Agents on the Agent tab by Queue
Post by: bhenry on September 08, 2009, 23:59:10

The issue is that I see every agent.  If I run a report for sales, I only want to see only the sales agents availability etc and not everyones...

Maybe I need to play with keys again or something.

Title: Re: Seperating Agents on the Agent tab by Queue
Post by: QueueMetrics on September 10, 2009, 10:27:28

If we are speaking of a report, you should not see agents that are not a part of the activity - so you will only see agents that actually spoke on that queue.
Are you maybe referring to the Real-time page?