Call Queue Detail Total Agents is Sometimes 0

Question

When you run the Call Queue Detail report for a date range that covers multiple days, the Total Agents is 0 (zero). When you run the Call Queue Detail report for a date range that is a single day, the Total Agents is a number.

Why is the Total Agents 0 when the report is for more than one day?

Applies To

• Analytics for 8x8 Work

Answer

Originally the Call Queue Detail report was intended to be a real-time report, and the Total Agents would be a count of agents assigned right now.

For a multi-day date range (historic data), there is no aggregation built into the calculation, so 0 (zero) is displayed.  This is a known limitation.

Additional Information

For more on the Call Queue Detail report see Get call queue metrics.