MiCC: Understanding Status and Sub Status

When it comes to reporting on status in Brightmetrics MiCC Agent Data set there are going to be two dimensions that you can use those reports; status and sub status.  Here is how those are defined and how to use them in your reporting:

Status: This is the system-defined type of status the agent is in.  These could be statuses like available, make busy, offline, etc.

Sub Status: This is the internally defined type of secondary status the agent is in. This could be sub statuses like a break, lunch, meeting, etc.

Here is an example of how they can be used together in a report:

Status.png

On the dashboards, you can use those as well like this:

Status2.png

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

 

Questions or comments, please reach out to our support team at support@brightmetrics.com.

 

 

 

 

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