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Currently tiles show data about agent events, groups, interaction events or summary, skills, and users — this data is the same data that used in Dashboards and Insights Stats API. In Looker, data is contained in fields. Fields can be of three types:

  • Filter-only field. Used for filtering data only.
  • Dimensions. Data about an agent or interaction event that can be displayed, or filtered or grouped by.
  • Measures. Perform calculations on all the data in relevant dimensions such as totals, averages, durations, minimums, maximums, and percentages.

Each field has a tooltip that describes the field's content.

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