Reports and Dashboard Charts Displaying N/A


When you build out a chart or a report that displays N/A or None in the results, this means it is a blank field or there is no label for the data presented. For example, when reporting on group data, and using a non-group related field, (Eg. Party Name, User Name, etc.) it may be represented by an N/A or None. When seen on a Wrap Code Report, it means that the field is not applicable to the Group here or one has not been applied. In this article, we will show you some example charts and on-demand reports displaying N/A or None, and walk you through some explanations as to why in each particular instance, they are showing.
In this chart, we can see that it is filtering on Wrap Code; a Wrap Code of N/A means one hasn’t been applied to those calls.  We can drill into the chart and add on Exit Reason and Call Type to see why there wasn’t a Wrap Code applied to these calls:

Abandoned calls won’t have a wrap code since they abandoned before they could be answered by an agent in the group and when we add on Call Type we can see the other N/A reasons for the wrap code field as shown here:

The charts above utilize ECC Group Data Fields that are filtering on Party Name; however, there is no Party Name for those N/A calls.  Again, by drilling through - clicking on the magnifying glass in the corner of the chart - and adding Exit Reason, we see that those calls were abandoned and thus would not have a Party Name to display. 
This report example is detailing an Agent Activity report that is filtering to Agent Name, by Workgroup Membership.  The entries that show in the results as N/A for Workgroup Name are either because: 
  • They are Non-Workgroup Outbound calls which are made by the agents but not through the Workgroup - outbound calls are not associated with groups, but instead with the agent accounts.

    - Or -
  • They are Inbound Non-Workgroup calls which are not accepted into the workgroup, but instead by the agent - when an agent picks up their phone while logged into a workgroup or ECC group, the system never asks what group they wish to associate that call with, so it logs it to the agent account and not the group.
These are just a few examples that illustrate why you may see N/A on a report or on a dashboard chart with which you are working.  If after looking through these examples, it is still unclear why you see N/A on your report or dashboard, please reach out to our support team at, and we would be happy to provide a further explanation!
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