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Filters and settings - Specific cases

In this guide, we’ll explore specific cases when applying filters to the Live Monitoring dashboard, and explain what you will see for each, ensuring you always interpret the data accurately.

General rules

In general, for cumulated metrics such the total number of calls over time, we always take into account overall activity even where this includes deleted users, or users that changed team (for example).

However, for instant metrics such as the list of users in a specific status, these will reflect the current situation as of now.

Specific cases

Below, you'll find a detailed breakdown of Live Monitoring behaviors for each specific scenario:

Users

Not confirmed users

Users who have been created but have not yet confirmed their accounts are not visible in the Live Monitoring dashboard.

Deleted users

These users are not displayed in the Users filter and in the Users' status KPI.

Users without an agent role

Users without an agent role are excluded from the Users filter and the Users' status KPI.

Impact of changes that take place during the observation period

A user is deleted during the observation period

The past activity of this user is accessible when no value is selected in the Users filter. However, the user cannot be selected in the Users filter anymore. Additionally, this user is no longer visible in the Top KPIs. For instance, you will not find this user listed under users in a specific status.

Example:

The user “Rafa” had 10 calls this morning and was then deleted.
If nothing is selected in the Users filter, the Users tab will show this user and these 10 calls.
The 10 calls will also be taken into account in the top KPIs.
However, you will no longer be able to select “Rafa” in the filter Users.

A user’s agent role was removed during the observation period

The behavior mirrors that of the previous scenario.
The past data related to this user remains accessible when no value is chosen in the Users filter.
However, the user is no longer selectable within the Users filter.
This user is no longer displayed in the Top KPIs; for instance, you will not find them listed among users in a particular status.
The user “Philippe” was an agent and had 3 calls this morning before having his agent role removed.
If nothing is selected in the Users filter, the Users tab will show Philippe and these 3 calls.
The 3 calls will also be taken into account in the Top KPIs.
However, you will no longer be able to select “Philippe” in the Users filter.

A user changes teams during the observation period

The calls of a user are attributed to the team to which the user belonged when the call happens.

Example:

  • Andrei is part of Team A and performs 3 calls
  • Then Andrei moves to Team B and performs 5 calls

While filtering by Team A, 3 calls will be credited

While filtering by Team B, 5 calls will be credited

When filtering by Team B:

  • In the User Status KPI, you will see Andrei and his current status
  • In the Users tab, you will see Andrei and 5 calls only (those performed while on Team B)

When filtering by Team A:

  • In the User Status KPI, you will no longer see Andrei because he is not part of the team
  • In the Users tab, you will see Andrei and 3 calls only (those performed while on Team A)

A user is removed from the call distribution of a number during the observation period

If a user is removed from a number, the calls made or answered by this user on this number in the past are still reflected in User and Number activity.

Example:

  • Jean-Baptiste is part of the number “Support” and answers 7 calls
  • Jean-Baptiste is then removed from the distribution of that Support number

While filtering by that Support number:

  • The 7 calls answered by Jean-Baptiste are still visible
  • Jean-Baptiste is visible on the list of users so that his past activity can still be analyzed
  • Jean Baptiste is not visible in the Users Status KPI, because he’s no longer part of the team

Teams

A team is deleted during the observation period

The past activity of this team is available if no value is selected in the Teams filter. However, this team can no longer be selected in the Teams filter.

Example:

The team “Task Force Peak Hours” has 3 users: Joao (1 call), Felipe (2 calls) and Maruf (3 calls).

Then this team is deleted.

This team is no longer visible in the teams filter. However, if you don’t filter by any team, you will still see the activity of the Task Force Peak Hours team displayed.

A team is removed from the call distribution of a number during the observation period

The past activity of this team for this number is still taken into account.

Example:

The team “Task Force New Year” has been added to the call distribution for the number “Support”.

Martha and Juan are part of this team and answered 5 and 9 calls respectively on this number before this team was then removed from the call distribution.

When filtering by the team “Task Force New Year” and looking at the Numbers tab, the number “Support” appears with the 5 and 9 calls answered by Martha and Juan.

Numbers

A number becomes inactive during the observation period

The past activity on this number is available if no value is selected in the Numbers filter. However, this number can no longer be selected in the Numbers filter.

Example:

The number “Old Support Line” had 3 calls this morning and was then deactivated

If nothing is selected in the Numbers filter, the Numbers tab will show this number and these 3 calls

The 3 calls will also be taken into account in the Top KPIs. However, you will no longer be able to filter by “Old Support Line” in the Numbers filter.

 

Jordan W.

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