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8x8 Support

Data discrepancy for agents in the 8x8 Analytics report

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Symptom

When looking at the dashboards, the agent activity Accepted numbers doesn't match the Accepted in the agent performance.

Applies To

  • 8x8 Analytics

Resolution

  • Agent Performance widget is configured with a Queue Resource ("Inbound" queue) and will contain only the agent's activity in that specific queue.

For example, Accepted metric for an agent will count only interactions accepted by the agent in that particular queue.

 

  • Agent Activity widget will contain the overall activity made by the agents on all queues and outside a queue (direct inbound calls, direct outbound calls, consultations, etc.).

For example, Accepted metric for an agent will count all interactions accepted by the agent in all queues or outside a queue. In other words, the widget presents global metrics regarding the agent's activity.

 

Additional Information

Agent Performance widget can be configured as well to show the overall activity made by the agents by using the Agent Group Resource instead of the Queue Resource.

Please keep in mind, that the real-time widgets (like Agent Performance) are updating much often than the historical widgets (like Agent Activity), every 5 seconds opposed to tens of minutes. So because of that the numbers on the 2 widgets may not be always the same, the historical widget may have a bit of delay in presenting the data.