Filters & Reports

In the Tag report there are columns with tracked actions and these are counted next to a tag (https://support.qualityunit.com/313380-Tags) ONLY if the tag was added to the particular ticket before the specific action took place. E.g.: if you have a rule (https://support.qualityunit.com/038465-Rules) that adds a tag called "new chat" to a starting chat, then next to the "new chat" tag in the Tag reports you will see the number of "Chats" to which the "new chat" tag was automatically added by ...

Some of the columns available in the global performance report (https://support.liveagent.com/765561-Performance-report) are not available in the specific agent's work report available in Reports > My work report, or located in each agent's profile (https://support.liveagent.com/904470-Agents) details, or in the gamification (https://support.liveagent.com/090375-Gamification) boards in the dashboard. It's because these values are not, or cannot even be attributed to agents. For example, as un...