Why does the Agent report show all Agent levels as "Undefined"?
2007-08-05The reason is usually pretty simple - because they are undefined. Whenever QueueMetrics runs a report on a queue,
it loads the "agent level" information from that very queue definition that is being run - this means that
if you use the same queue multiple times, e.g. once by itself, once as a member of an aggregate queue, you'll
have to set the agent priority for all cases.
In order to assign agents to a queue, you follow the following procedure:
In order to assign agents to a queue, you follow the following procedure:
- Go to the queue editor and select the queue you're reporting upon (from the main page, click on "Edit queue")
- Click on the agents icon for the queue you intend to work on (that's the middle icon on the right with little people showing) - you should be driven to a page with "Main", "Wrap" and "Spill" columns
- Click who is who for each level - "Main" is the first line level, "Wrap" is a backup for Main, and "Spill" is the backup for Wrap.