User Attributes

User Attributes - passively updated (produces more API requests for your organization).

Columns

• Department – The department to which the agent belongs.

• Department Quoted – Department column formatted for use in dynamic filters.

• Division – The division to which the agent belongs.

• Division Quoted – Division column formatted for use in dynamic filters.

• Queues – Comma separated list of queues assigned to agent.

• Queues Quoted – Queues column formatted for use in dynamic filters.

• Skills – Skills column formatted for use in dynamic filters.

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

• User ID – The unique identifier for the agent associated with the statistics.

• User Name – The agent’s user name.

Calculation Parameters

The Grid function has these optional parameters:

• Queues – Allows you to select from a list of Queue names.

• Skill – Allows you to select from a list of skill names.

• User – Allows you to select from a list of user names.