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, even if they are only actively working in one channel.
This metric helps you understand the agent's availability and workload across different channels. If you notice a zero value, it might be worth checking if the agent is engaged in other channels or if there are any issues with task assignments.
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…
To report on custom omnichannel queue performance, you can create a dashboard that shows live data on how work is being routed. This involves using a specific recipe provided by Zendesk to track and analyze the performance of your custom queues. By…