Certification and Training

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so. 

Question 3: What are the most common mistakes people make?

The most common issue is using unsupported metrics or invalid syntax. Each performance view (like Agents, Queues, or Interactions) has its own available set of metrics, so a calculation that works in one view might not in another. For example, the Offered count is an available metric in the Queues view but not in an Agent view. Therefore, any Offered count custom calculations you've created will not work in Agent views.  

If a Custom Calculation isn't behaving as expected, start with a quick self-check. Make sure you understand the formula logic and the metrics it uses; sometimes a small detail makes a big difference. Next, confirm that your view includes all the metrics referenced in your calculation, then compare your results by doing a quick manual check to verify the math. 

Most issues can be resolved by reviewing the formula and ensuring your view setup matches your intended goal. Taking a moment to double-check these details often saves time before opening a support ticket. 

Finally, remember that Custom Calculations are local to your view, not global; if you switch views or dashboards, you'll need to recreate or share them. 

Question 4: Do you have a favorite tip or shortcut?

Absolutely! Think of Custom Calculations as reusable items that help you scale reporting for your business. Once you've built a good formula, save the view and share it with your team. This ensures everyone's analyzing data the same way.

Another tip is to use naming conventions. For example, prefix your formulas with a category like "Efficiency – " or "Customer – " so they're easy to find later. This is especially helpful for any custom calculations shared with users and teams.

And don't be afraid to experiment. Create your own views and test out formulas to measure your KPIs. Check that the formula is calculating the metric as you intend. When it's right, save the view. Share the custom calculation if you have the permissions to do so.