Reporting

Most reporting problems are not data loss. The data is there, but a filter hides it: the team, the business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups., the date range in Power BI, or the queues configured for a wallboardWallboard – A real-time display dashboard showing agent and queue performance metrics for supervisors and management.. Check the filters first, then the numbers.

I see…	Go to
Real-time reports, Waiting Tasks or the agent's dashboard show zero, or a queue or agent is missing	Real-time reports show zero or missing queues or agents
Reports keep waiting for data or show no data	Business units hide the data
Wallboard numbers wrong, missing or 403	Wallboard
Supervisor can't listen in to a call	Live monitoring
Historical reports in the portal empty or incomplete	Historical reports
Power BI won't sign in, shows no data, or shows an error	Power BI
Numbers don't match between reports, or a status is unclear	What the results and end reasons mean

Real-time reports show zero or missing queues or agents

Symptoms: the Queues or Teams real-time report shows no waiting or completed calls although calls were handled; a queue is missing; a logged-in agent isn't listed; supervisors don't see waiting calls in Waiting Tasks; agents see no figures in My performance or Queues stats on their performance dashboard.

Real-time reports, the agent's performance dashboard and the Waiting Tasks tab are all filtered by team. You only see queues assigned to a team you belong to, and agents who are members of that team. Check the causes below in order.

1. The queue isn't in the team's Performance Dashboard Queues

This is the most common cause. It happens almost every time a channel, workflow or queue changes.

• Who fixes it: customer administrator, or a supervisor with access to teams.
• Check: open Agents › Teams, select the team, and look at Performance Dashboard Queues.
• Fix: add every queue the team works on, then save.

Typical situations:

• You added a new channel or queue. New queues are not added to any team automatically.
• You changed a channel's workflow. A queue belongs to its workflow. The queue in the new workflow is a new queue, even when it has the same name as the old one. Remove the old workflow's queue and add the new one. Teams that still point at the old workflow's queues show zero.
• You renamed or rebuilt a queue. Select it again.
• You started a campaign. A campaign's queue has the campaign's name. Add it if the team should see the campaign.
• You deleted a workflow or queue. Agents can keep seeing its tasks in Waiting Tasks without being able to pick them up. Use the clean-up option on the team to remove deleted queues, then have agents log out and back in.

See Teams.

2. The agent or supervisor isn't a member of the team

• Check: in Agents › Teams, open the team and look at its members. A supervisor sees only teams they are a member of.
• Fix: add the agent or supervisor to the team and save.

3. Business units don't match

If your tenant uses business units, a supervisor only sees tasks, queues and agents from the business units on their own profile. See the next section.

4. The change hasn't reached the user yet

Team and business unit changes don't apply instantly.

• Agents and supervisors pick up new team memberships when they log in again: agents in the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set., supervisors in the portal.
• After saving, wait a few minutes, then log out and back in.

Reports keep waiting or show no data (business units)

Symptoms: a real-time report or Queues keeps waiting for reports; historical reports show no data with every filter; a supervisor can't see, monitor or evaluate a team's calls; an agent gets no interactions at all.

The portal's real-time and historical reports are filtered by the business units of the supervisor or agent viewing them. Conversations get their business unit from the channel, and a task is shown only if its business unit matches one of the user's. Having no business unit is itself a business unit: the system default one. So a channel without a business unit is only visible to agents and supervisors who also have no business unit.

• Who fixes it: customer administrator.
• Check: compare the business units on three things: the channel (or campaign), the agents who handle it, and the supervisor viewing the report. Agents and supervisors are under Agents › Agents › Agent Configuration › Business Unit.

Situation	What happens	Fix
Supervisor has no business unit, but the team's channels do	The supervisor sees nothing for that team	Add the channels' business units to the supervisor's profile
Supervisor has a business unit, but the channels and agents don't	The supervisor sees only part of the data, or none	Remove the business unit from the supervisor, or assign business units consistently
Agent has business units that no channel uses	The agent gets no interactions, and the reports show nothing for them	Remove the unused business units from the agent, or put the channel in that business unit
Channel has no business unit, but all agents have one	Calls aren't offered to anyone and are missing from the agents' reports	Create a business unit for the channel and assign it to the channel and its agents

After the change, save and have the user log out and back in.

tip

Portal users who are not agents or supervisors can't have business units, so they see every entry in the real-time and historical reports. If a supervisor sees nothing, compare with such a user: if that user sees the data, the cause is the supervisor's business units.

See Business units and portal reports.

Wallboard shows wrong or missing data

The wallboard reads the wallboard feed. The feed is configured per queue and is independent of the portal's real-time reports, so the two can differ.

The wallboard shows an unavailable error (403)

You're using an old wallboard address that is no longer served. Ask Graia support for the current wallboard URL and update the bookmark or the display device.

Wallboard shows zero or misses calls after a queue or workflow change

• Cause: the wallboard feedWallboard Feed – A real-time data feed of queue, channel and agent KPIs, built for wallboard displays. Integrators can also read it through the realtime reports API. lists queues by their ID. New queues, and the queues of a channel's new workflow, are not on the wallboard until someone adds them.
• Fix: whenever you create queues or change a channel's workflow, ask Graia support to add the new queues to your wallboard. Wallboard content is managed by Graia support. Also update the team's Performance Dashboard Queues (see above) so the portal reports match.

Waiting or queued counts are higher than the Queues report

Some wallboard KPIs include outbound campaign tasksCampaign Task – A Work Item or Task assigned to an Agent within the context of a Campaign. A Campaign Task is generated for a single Campaign Record when it is associated to an available Agent, who is associated via Attributes., so queued campaign recordsCampaign Record – An entry in a Campaign, designating a single Customer. Campaign records can have Campaign Custom Data fields that are presented to the Agent, but are not necessarily part of Customer Custom Data fields. look like waiting callers, even when agents are free. The today queued-conversation count also includes abandoned calls.

• Check: compare the wallboard with the Queues real-time report for the same queues.
• Fix: ask Graia support to exclude campaign queues from those KPIs. Tell support when you add campaigns, so the exclusion stays up to date.

"Agents in queue" doesn't drop when agents go on break

The feed has two agent counts:

KPI	Counts
loggedInAgents	Every logged-in agent, whatever their state (available, busy, on break, RONA)
availableAgents	Only agents who are available to take a conversation now

If your wallboard shows loggedInAgents, the number only drops when agents log out. To show who can take calls, switch the widget to availableAgents. See Now summaries.

Agents from other departments are listed

The feed lists all agents. A table widget shows every agent unless the wallboard content excludes them. Ask Graia support to exclude the agents who shouldn't appear.

Other wallboard questions

• Current longest wait vs. today's longest wait: Current LWTLWT (Longest Waiting Time) – The waiting time of the conversation that has been waiting longest in a Queue. Shown with SLA and the number waiting in the Agent Application header bar and in real-time reports. is the longest wait of the callers waiting right now. Wait time today (longest and average) is calculated from calls that have already completed, so it doesn't change while a caller is still waiting. The same applies to the feed: today KPIs, including SLASLA / Service Level – The share of conversations answered within a Queue's service level threshold time, as a percentage: (answered within the threshold ÷ offered) × 100., update only when a conversation ends. See the Queues report.
• A user who logged out still shows today: today figures reset at midnight. A short login earlier in the day counts.
• Access error on the wallboard: the role used for the wallboard needs Read on Tenant configuration and Voice. See Roles.

Live monitoring doesn't start or has no audio

Who fixes it: the supervisor, or a customer administrator for role and type settings.

• The Monitor button is greyed out. The user's Type must be Supervisor (Agents › Agents › Agent Configuration). See Monitor agent conversations.
• There's no Monitor option for the agent's task. Monitoring is only possible during an active call. While the agent is previewing a campaign record or the call is still ringing, there is nothing to monitor. Recording settings don't affect monitoring.
• Monitoring fails, has no audio, or needs several attempts. Always end monitoring with Drop call, then close the window. Closing the window without Drop call can break the next attempt.
• Monitoring your own call ends it. If you're logged in to the Agent application and the portal with the same account and monitor your own conversation, ending the monitoring also ends the call. Monitor from a separate supervisor account.
• The window shows the call ended immediately, while the call continues. Check that the supervisor's own voice setup works: their extension, and their Teams or phone number configuration if they use one. A supervisor who can't take a normal call can't monitor either.
• You try to monitor a call that just ended. The window reports that the call has ended. Refresh the report and pick a current call.
• The window shows an error that evaluation isn't available. Monitoring still works; this only concerns live evaluation. See Campaigns, recordings and evaluations.

If monitoring still fails, contact Graia support with the details listed in Before you contact support: when it happened, the supervisor and agent, and the call you tried to monitor.

note

If a call stays in Waiting or Connected in the real-time reports after it was disconnected, only Graia support can remove the stuck record. Send the time, queue and caller number.

Historical reports are empty or incomplete

Symptoms: Historical Reports in the portal opens but shows nothing, shows no tasks, or shows only recent months.

Cause	Check	Fix	Who
The user's role has no access to historical reports	The role assigned to the user	Give the role Historical Reports & Insights permission. Hover the info icon in the role editor to see what it grants	Customer administrator
Business units filter the data	The user's business units	See business units	Customer administrator
Business units were introduced recently	Tasks keep the business unit they had when they were created. Older tasks have the system default (no) business unit, so a supervisor with business units doesn't see them	To view older history, temporarily remove the business units from the user	Customer administrator
The agent was deleted and recreated	A recreated user gets a new identifier. History stays under the old one	Look up the agent's older data in Power BI under the old agent as well. Avoid deleting and recreating agents; disable them instead	Customer administrator
Data older than the retention period	The tenant's or business unit's Data retention period	Older data has been removed	—

Agents don't have access to historical reports for statistics such as monthly call counts. A supervisor can export them from Historical Reports › Tasks, filtered by agent and task type. See Task history.

Power BI won't load data

Follow the Power BI setup steps first. Most problems below come from a skipped step or an old template.

tip

Use the latest template. Many errors disappear with the current template from Historical reporting. Check the change log to see what changed. If you customised an older template, redo your changes in a copy of the new one.

Access errors, or Power BI connects as anonymous

Cause	Fix	Who
Power BI access isn't enabled on the user	Turn on Power BI access in the user's details and save. It takes up to 10 minutes and may need a Power BI restart. See Power BI access	Customer administrator
The user has Power BI access on more than one tenant	Power BI reads one tenant at a time. Turn the toggle off on every tenant except the one you want	Customer administrator
You signed in as Anonymous	In Power BI, open Transform data › Data source settings, clear the permissions for the Graia CCaaS feed, and sign in with Organizational account using your work account	User
Your organisation hasn't given admin consent	An Entra ID administrator must consent once, outside Power BI. See prerequisites	Customer IT
The user account isn't activated	Accept the Graia CCaaS invitation email first	User
The toggle isn't visible	Only some admins can change it. Ask a tenant administrator	Customer administrator

An error related to the credentials or authentication usually means one of the above. Check the sign-in method and use the latest template.

No data, or the dates stop at a certain day

The template loads only the date range set in its parameters. The date slicer on the report pages filters what was loaded; it can't load more.

• Fix: in Power BI Desktop, open Transform data › Edit parameters, set the start and end of the range, then Apply changes. If the report is published, publish it again.
• Report shows no data for a new project: the range starts before the project or ends too early.
• You can't select dates in the new year: the end of the range is in the previous year. Move it forward. Recent templates allow dates up to the end of the year of the range end.
• Today's data is missing: data appears as soon as it's available, usually within 10 minutes. At high volume it can take longer.
• An old template stops at the end of a year: use the latest template.

Graia recommends using the real-time reports for today and Power BI for the previous day and earlier. A refresh normally takes a minute or a few, depending on data volume.

Errors when loading or refreshing

Error	Cause	Fix
An error that a value can't be null	Usually an outdated template	Use the latest template. If it persists, contact Graia support
An error that a column doesn't exist in the rowset	The template and the data feed don't match	Use the latest template and refresh. If it persists, contact Graia support
An incremental refresh warning when you open the template	Expected	Continue past it, then check the values in Edit parameters

The report shows something unexpected

• Agent StatesAgent States – Agent States control whether the system can assign Work Items to Agents. page shows the full date range in the slicer. By design: the slicer uses a fixed date table. Your parameters still limit the data. Agents with no state change in the range don't appear.
• Agent States page is empty when a business unit is selected. On that page the business unit slicer filters business unit-specific break codes only. Select the business unit on other pages instead. See Agent States.
• Agents show with a blank name in a KPI visual. A business unit filter excludes them. Clear the filter or check the agents' business units.
• All breaks are counted as one Break state. Filter by break name to see each break codeBreak Code – A named reason an Agent chooses when going on break, such as Lunch or Training. Admins configure break codes, optionally with a duration after which the agent becomes available again, and can limit them to business….
• Export to Excel or CSV contains only column names. Older templates used matrix visuals for Work ItemsWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application., which don't export. Use the latest template, or change the visual to a Table before exporting.
• Only inbound calls appear. Clear all slicers and check the Channel Name filter. Outbound calls go through the outbound voice channel.
• Abandoned calls have a duration but no queue waiting time. The caller hung up during an announcement or IVRIVR (Interactive Voice Response) – The automated part of a call before an agent answers: menus, announcements and keypad or speech input. In Graia, the IVR is built as a voice Workflow. menu, before reaching the queue.
• Out-of-hoursOOH / IOH (Out of Hours / Inside of Hours) – Whether a conversation arrived or was handled outside (OOH) or inside (IOH) the channel's Business Hours. BI reports count OOH calls and chats separately and show IOH and OOH durations for emails. calls: see the out-of-hours column on Call Details. It's empty for outbound calls and for workflows without an opening hours check.

What the results and end reasons mean

Reports use two kinds of status: the result of each task (work item) offered to an agent, and the reason the whole conversation ended. One conversation can have several tasks.

Task (work item) results

Result	Meaning
Handled	The agent handled the task and closed it normally.
Missed	The agent didn't accept in time; the RONA timeout moved them to RONA break.
Rejected	The agent rejected the task with the reject button, which also moves them to RONA.
Abandoned	The customer left while the task was being offered to the agent.
Cancelled	Outbound only: the agent closed the task without starting a conversation.
Failed	A system error ended the task. If you see this often, report examples to Graia support.

The agent's My performance and the wallboard count missed (RONARONA – Redirect On No Answer, an Agent State the system puts Available agents into when they do not take conversations offered.) and rejected tasks separately from handled ones, so they can differ from the task count in Task HistoryTask History – A list of an Agent's past Tasks in the Agent Application, 7 days by default, filterable by media, direction and media-specific details such as email subject or phone number..

Conversation end reasons

End reason	Meaning
Default	The conversation reached the end of the workflow normally, usually after the agent closed the task.
Abandoned	The customer hung up while waiting in a queue.
CustomerDisconnected	The customer ended the call (or a webchat) at any point, including during a call with an agent.
CallbackRequested	The customer asked for a callback and left the queue.
IdleTimeout	The workflow timeout ended the conversation.
CustomerJoinFailed	Outbound: the customer didn't answer.
AgentJoinFailed	Outbound: the agent didn't answer the agent leg in their voice application.
TransferToChannel, TransferToExternal	The conversation was transferred.
TransferToAgentFailed, TransferToExternalFailed	A transfer was tried but the destination rejected it or didn't answer.
WorkItemClosedBySupervisor	A supervisor force closed the agent's task, which ended the conversation.

A chat counts as handled in the Power BI Chats report when its end reasonEnd Reason – The reason a Conversation ended, recorded for reporting, e.g. Default, CustomerDisconnected, Abandoned or CallbackRequested. BI reports use it to count a call as handled or unhandled. is Default or contains Transfer. The full list is in the OData feed definition.

Related

• Access reports, Queues report, Teams report, Agents view
• Monitor agent conversations and the live monitoring tutorial
• Task history and Conversation history
• Teams, Business units, Roles, Agents
• Agent performance dashboard
• Historical reporting with Power BI and its change log
• Wallboard feed definition and OData feed definition
• Users, permissions and AI for roles and login problems

:::info Review notes (remove before listing this page)

• Confirm which wallboard KPIs still include outbound campaign tasks (queued conversations, reachability, wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed., AHT), or whether the feed was fixed.
• Confirm the wallboard role needs Read on Tenant configuration and Voice. :::