Q. Why are there ‘Null’ values in dashboards when using the Agent Metrics dataset and applying the ‘Channel’ filter?

Because an Agent may work with the same Customer across multiple Channels within the course of a Conversation, the “Channel” dimension is only intended to be applied to answer questions related to handle time and occupancy. Applying the “Channel” filter to other metrics, where there could be a one-to-many relationship between the unit of measurement and the number of Channels where the Agent activity took place, such as “Contact Offered”, will result in inaccurate analyses. Therefore, we recommend only using “Channel” as a filter for use cases related to measuring handle time and occupancy.