Reminder: To ensure Metrics hierarchy works as intended, it is IMPORTANT that the hierarchy in the User Tool is accurate!
If a user is not showing up in Metrics, it means they do not have KPIs.
A "Manager" is somebody that is two levels above an agent.
Each range shows KPIs for current and previous time frames.
In order for a KPI to roll off, the time period must pass of when that user reported to the other user.
To validate the hierarchy:
1) Check which users Metrics says are under them.
2) What does the User Tool Daily Snapshot show within the ranges that Metrics show (Supervisor and Above)?