I don't see agent sessions without calls
2012-05-30It is possible that when running a custom report, selecting the agents name, the queue and the date and navigating to the "Agents" tab, QueueMetrics shows no information.
This happens because QueueMetrics considers an agent session without activity a logging anomaly as it is very unusual for an agent not to take at least one call throughout a shift.
However, QueueMetrics can be configured in order display these agent sessions where no calls were taken by the agent, by setting the following property to TRUE:
If true, shows all agent sessions. If false, shows only agent sessions with at least one call handled. (The property defaults to false).
This happens because QueueMetrics considers an agent session without activity a logging anomaly as it is very unusual for an agent not to take at least one call throughout a shift.
However, QueueMetrics can be configured in order display these agent sessions where no calls were taken by the agent, by setting the following property to TRUE:
default.useRawAgentSessions=trueIf true, shows all agent sessions. If false, shows only agent sessions with at least one call handled. (The property defaults to false).
