Understanding Realtime Agent Status - Agent Group Membership Vs Present in Agent Group Vs Queue Membership

When you are building out a Real Time Agent Status chart in Brightmetrics and come down to the filtering of the chart you'll be presented with 4 ways to filter to the agents desired.  Those are:

  • Queue Membership
  • Agent Name
  • Agent Group Membership
  • Present in Agent Group

In this article we'll break those down a bit better to give you a better idea of how you might want to filter for agents to be displayed on your chart.

Queue Membership:  Filtering on queue membership will mean that your chart will show each of the agents that have membership in the queue or queues chosen under the filter.  As an example, if I chose Queue Membership to filter my chart on I will next be presented with a pop-up of the queues on my account to filter to.

Agent Name: Filtering on agent name will mean that your chart will show each of the agents that you filter to.  As an example, if I chose Agent Name to filter my chart on I will next be presented with a pop-up of the agent names on my account to filter to.

Agent Group Membership: Filtering on agent group membership will mean that your chart will show each of the agents that have membership in the agent group chosen under the filter.  This is very much like the queue membership in that using this gives you just the agents that have a membership but tends to be treated more like a sub-grouping of agents.

Present in Agent Group: Filtering on Present in Agent Group will mean that your chart will show each of the agents that currently have "presence" or are present in the agent group(s) chosen under the filter. 

For more info on data definitions please see the link here.

Questions or concerns?  Please reach out to support@brightmetrics.com.

 

 

 

 

 

 

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