Get All Agent Activity, filtered down by Skills or Membership in Queues and Groups

One common request we've heard from Brightmetrics users is the ability to see all recorded activity for agents who are members of a Queue, Group, or Skill. Previously, filtering reports by group returned only activity tied to that specific group — making it difficult to understand the full utilization of agents who belong to multiple groups.

This perspective allows managers to understand how much of their team's time is spent on a specific Queue or Group versus others they're assigned to, and how each agent's utilization is split overall. Another common need has been the ability to quickly return reporting results for all agents based on skill membership.

1. 1

   In an Agent Activity report, set the Agent Name filter to Selected.

2. 2

   Click Click to select values to open the filter selection popup.

3. 3

   Under Selection criteria, choose By Queue or By Group Membership, make your selection, and click Apply.

   

   

When you run the report, the results will return all activity for each agent across all their groups, not just activity tied to the filtered group:

To filter by Skill instead, follow the same steps and in step 3 choose By Skill as your Selection criteria. The results will return all activity for agents who are members of the selected skill(s).

Questions or feedback? Please email us at support@brightmetrics.com.