Whether agents are active, inactive, or deleted does not impact metrics in reports and views based on queue metrics. The Interactions view, Queue Performance Summary view, and Queue Performance Detail view even allow you to filter by specific active and inactive users. Only active agents appear on agent-based views, such as the Agents Performance views.
Answer: A
Whether an agent is inactive or deleted affects metrics
Whether agents are active, inactive, or deleted does not impact metrics in queue reports. However, only active agents impact or appear on agent-based reports. For more information about inactive and deleted agents and users, see Add people one at a time and Delete someone from your organization.
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mmilas
2 months, 3 weeks agoMoshiurGCP
1 year agoOptimus21
1 year, 2 months ago