Understanding Null Value in Agent Avg Used Capacity
Discover what a null value signifies in the Agent avg used capacity column. Learn about agent availability and staffing efficiency.
What does a null value mean in Agent avg used capacity?
A null value in the Agent avg used capacity column means that the agent was not in an online state. This indicates that the agent was not available to take on tasks in any channel during the time period being analyzed.
Understanding null values can help you identify when agents are offline and ensure that your team is adequately staffed to handle incoming tasks. Monitoring these values can be crucial for maintaining efficient operations and customer satisfaction.
More related questions
What does a zero value mean in Agent avg used capacity?
A zero value in the Agent avg used capacity column indicates that the agent is online but not actively working in the given channel. This can happen if the agent is in a unified online state, meaning they are marked as online across all channels,…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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