Why does the Agent report show all Agent levels as “Undefined”?
The reason is usually pretty simple – because they are undefined. Whenever QueueMetrics runs a report on a queue, it loads the “agent level” information from that very queue definition that is being run – this means that if you use the same queue multiple times, e.g. once by itself, once as a member of an aggregate queue, you’ll have to set the agent priority for all cases. In order to assign agents to a queue, you follow the following procedure: • Go to the queue editor and select the queue you’re reporting upon (from the main page, click on “Edit queue”) • Click on the agents icon for the queue you intend to work on (that’s the middle icon on the right with little people showing) – you should be driven to a page with “Main”, “Wrap” and “Spill” columns • Click who is who for each level – “Main” is the first line level, “Wrap” is a backup for Main, and “Spill” is the backup for Wrap.Of course, in order for this to produce meaningful results, you should set up penalities accordingly in
