QueueMetrics > Running QueueMetrics

Reports

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sibertron:
May be I am not understanding this correctly, here is what is being said:

Create a agent A
Assign him to the queue B.

Create a supervisor C for Agent A
Give him the visibility for the queue B.

When supervisor C runs the reports for queue B he will only see Agent A and no one else.

If my understanding is correct please let me know.

QueueMetrics:
If you need him to only see Agent A, create a Location that Agent A belongs to, and key protect it. So whgen the location is selected, only agent A will be seen.

bhenry:

--- Quote from: QueueMetrics on May 06, 2010, 18:30:35 ---When you run a report, you see all agents that took at least one call on the queues you selected. So as you restrict visibility by queues, you see them all that worked on queues you're supposed to see.

--- End quote ---

I think the problem is that I have set default.useRawAgentSessions=true so when I do this it is showing all agents from all queues not just the ones I selected.  I want to set default.useRawAgentSessions=true so that I can see agents that took no calls and I would like it to show only agents of the queue for which I am running the report on.  This is not the case currently.

QueueMetrics:
As an agent is available "in general", they appear on all queues at once; that's why we strip them with the requirement that they take at least one call.

If you use ADDMEMBER the problem does not arise.

sibertron:
The location name & key factor are handy when you are running the custom report but is of no use when we run the regular reports which are available under the quick activity reports section at the top under the queue selection drop down.

We don't use custom reports that often but rely more on Quick activity reports to See and track queue stats in real time.

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