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8x8 Work Analytics Call Queue Details Current Status tab does not reflect actual agent status
8x8 Support

8x8 Work Analytics Call Queue Details Current Status tab does not reflect actual agent status

 

Why does the current status tab in Analytics not reflect the actual status of the agent?

 User status may appear DND-Off instead of idle or Login instead of Idle in analytics while the user is available to take calls

Applies To

  • Analytics for 8x8 Work
  • Call Queue Detail

Answer

 The status is determined by the LAST event, and does not provide additional context as to the actual availability of the agent to receive a call.