When a chart or report displays N/A or None in the results, it means the field is blank or has no label for the data presented. For example, when reporting on group or queue level data using a non-group/queue field (such as Party Name or User Name), those entries may appear as N/A or None. On a Wrap Code report, N/A means a wrap code was not applied to those interactions.
Below are three common examples of why N/A or None may appear in your reports and dashboards.
Example 1: Wrap Code chart showing N/A
This chart is filtering on Wrap Code. A Wrap Code of N/A means one hasn't been applied to those interactions. To investigate further, drill into the chart by clicking the magnifying glass in the upper right corner (available in view mode on summary-level charts only, not Real Time) and add additional fields to see why no Wrap Code was applied:
Example 2: Group data chart showing N/A for Party/Agent Name
These charts use group (queue or other) level data filtered by Party/Agent Name. A value of N/A means there is no Party/Agent Name associated with those interactions. You can drill in by clicking the magnifying glass in the chart corner (in view mode) and adding additional fields to understand why. Typically, interactions with no Party/Agent Name were forwarded, abandoned, or otherwise did not reach a specific agent.
Example 3: Agent Activity report showing N/A for group/queue name
This Agent Activity report filters by Agent Name using group/queue membership. Entries showing N/A for the group/queue name are due to one of two reasons:
- Non-group/queue outbound interactions — calls made by agents that are not routed through a group or queue. Outbound interactions are associated with the agent account, not the group.
- Inbound interactions not accepted through the queue — when an agent picks up their phone while logged into a group/queue, the system does not ask which group/queue to associate the interaction with, so it logs to the agent account rather than the group.
If after reviewing these examples it is still unclear why N/A is appearing in your report or dashboard, please reach out to our support team at support@brightmetrics.com and we'd be happy to help.