Not available agent-specific performance report columns

Some of the columns available in the global 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 details, or in the gamification boards in the dashboard. It's because these values are not, or cannot even be attributed to agents. For example, as unanswered calls count calls that started and were hung up by a customer before an agent could pick up the call, including also calls that were canceled in IVR steps so an agent had no chance to pick up. In such a case, the call did not ring to any agent, and therefore it cannot be even counted as an unanswered call by a specific agent, just as a generally unanswered call.

List of not available columns

  • Incoming messages
  • Incoming chats
  • Finished chats
  • Unanswered chats
  • Incoming calls
  • Finished calls
  • Unanswered calls
  • Voicemails

Even if you would try to filter the global performance report by agent, values in the mentioned columns wouldn't change. See the global performance report and performance report filtered for a single agent below.