Q: 14
The status of agents, whether active or inactive, does not impact metrics in queue reports, however,
active agents appear on/affect agent reports.
Options
Discussion
Guessing True here. Queue reports just look at interaction data, whether or not agents are logged in or not, but agent reports care about who's actually active and logged in to Genesys CX at that moment. That's how I've always interpreted it, but open to corrections.
Yeah, I'm pretty sure it's True since queue reports focus on interactions regardless of agent status, but agent reports only count agents who are actually active. The difference trips people up in the metrics sometimes. If anyone sees it differently, let me know.
Probably True, but does the question mean <emcurrently</em active, or anyone who’s ever been active/inactive? If the scope is just current logins, I’d stick with True. Clarifying that could totally change which option fits here.
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