User Attributes

Displays static data for agents.

Columns

  • Agent Id – The unique identifier for the agent associated with the statistics.

  • Agent Id Quoted – The Agent Id column formatted for use in dynamic filters.

  • Agent Name – The In the Administrator application, value of the first and last name field for the agent who handled the call.

  • Agent Name Quoted – The Agent Name column formatted for use in dynamic filters.

  • Assigned Agent Groups – The name of the group the agent is assigned to.

  • Assigned Agent Groups Quoted – The Assigned Agent Groups column formatted for use in dynamic filters.

  • Assigned Skills – The A comma-separated list of skills assigned to the agent.

  • Assigned Skills Quoted – The Assigned Skills column formatted for use in dynamic filters.

  • Email – The email address of the agent.

  • Email Quoted – The Email column formatted for use in dynamic filters.

  • Extension – The agent’s extension.

  • Extension Quoted – The Extension column formatted for use in dynamic filters.

  • Username – The agent’s user name.

  • Username Quoted – The Username column formatted for use in dynamic filters.

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Groups – Allows you to select from a list of Agent groups.

  • Agents – Allows you to select from a list of Agent names

  • Operator – Specifies the logical operator used in combination with the Skill parameter, accepting values of either OR or AND. This parameter cannot be used alone; it is intended to refine filtering criteria based on skill requirements within an application. When the Operator parameter is omitted, the Skill parameter defaults to using the OR operator, meaning any of the specified skills can satisfy the condition.

  • Skills – Allows you to select from a list of skills.