After Agents/Workers are deleted from Task Router, these workers will still be present on Flex Insights and can appear as Duplicates when using Agent attribute.
Users can be able to apply a filter that would only display "Active" workers, filtering out Deleted/Duplicated Workers.
Filters can ONLY be applied to Dashboards, KPIs and Reports.
To apply the filter, follow below steps
- Click on the gear icon on the top right to 'Edit' a Custom Dashboard where Agent filter is present.
- Select the Agent attribute dropdown filter
- Click on the first icon
- Click on "Available Values"
- Add the metric [Metric Filter] Active Agents and apply.
Filter out Duplicated Agents/Worker on KPI dashboards, can be achieved using the Attribute Agent State=Active.
Agent State attribute set as Active can also be used in Reports to filter out deleted Agents/Workers to only display Active Agents: