When Workers ("Agents") are deleted from TaskRouter, their historical data is preserved in Flex Insights. If a Worker is re-created with an identical name, duplicate Agent records may result in Flex Insights.

To minimize the impact of duplicate records on your reporting, a filter can be applied to display only "Active" Agents. This will exclude Agent data in the "Deleted" state.

Filtering is supported with:

• Dashboards
• KPIs
• Reports

Follow the steps below to apply the filter across each of these types.  

 

Dashboards

Create a Custom Metric

A Custom Metric is required to implement the exclusion logic for Dashboards. If you need more guidance, consult our documentation for details on creating metrics. 

Create a metric with the following MAQL:

In the following example, this metric is titled, "[Metric Filter] Active Agents".

Edit the Dashboard

1. From within the Analytics Portal, navigate to your Dashboard with the Agent filter
2. Click the gear icon in the top-right and select "Edit" from the drop-down menu
3. Select the Agent attribute drop-down filter
4. Click the first icon on the left
5. Click on "Available Values"
6. Add the custom metric created in the previous step ([Metric Filter] Active Agents)
7. Click "Apply" to finish.

 

KPIs

1. Navigate to your KPI dashboard 
2. Add a filter for "Agent State" attribute
3. Select only "Active" from the options
4. Click "Apply" to finish

 

Reports

1. From within the Analytics Portal, navigate to your Report
2. Select the "Filter" option
3. Choose "Select from a List of Values (including date ranges)"
4. Select "Agent State" as the attribute to filter
5. Select only the "Active" state 
6. Click "Apply" to finish