Analytics for 8x8 Work Call Queue Details Current Status Tab Does Not Reflect Actual Agent Status
Question
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.