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8x8 Support

Agent Performance Widget Has Metrics for Only One Queue

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Symptom

8x8 Analytics Agent Performance widget only has metrics for one Queue.

Applies To

  • Analytics dashboard
  • Virtual Contact Center

Workaround

Add multiple Agent Performance widgets, one for each Queue.

Or use the VCC Business Intelligence Agent report metrics which can be aggregated regardless of Queues.

Cause

This is a limitation of version 2.1 of the 8x8 Analytics.

Additional Information

The Virtual Contact Center 8x8 Analytics dashboard Agent Performance widget can only aggregate metrics for one Queue in each widget.

VCC Business Intelligence Agent report metrics can be aggregated regardless of Queues.

Analytics dashboard widgets do not have option to aggregate by agent regardless of queue.