The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

The status of agents, whether active or inactive, does not impact metrics in queue reports, however,

active agents appear on/affect agent reports is a true statement. A queue report is a report that

shows various metrics and details related to queue performance and activities in Genesys Cloud CX.

A queue report can help you measure and improve various aspects of your queue, such as:

Service level

Abandon rate

Average speed of answer

Average handle time

Interaction volume

An agent report is a report that shows various metrics and details related to agent performance and

activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of

your agent, such as:

Availability

Productivity

Quality

Conduct

Satisfaction

The status of agents, whether active or inactive, does not impact metrics in queue reports, however,

active agents appear on/affect agent reports because:

A queue report only counts interactions that spent time in the queue, but an agent-based report

counts any interactions an agent worked with. This means that the totals in a queue report and an

agent-based report may not match exactly, even if they include the same agents or queues. This is

because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and

queue metrics and agent metrics can differ for various reasons, such as:

An interaction spends time in multiple queues

An interaction abandons before an agent handles it

An agent is a member of more than one queue

An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle

interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged

out. An active agent appears on/affects agent reports because they contribute to various metrics and

details related to agent performance and activities, such as:

Status

Time in status

Calls answered

Average talk time

Average ACW

Reference: https://help.mypurecloud.com/articles/reports-overview/

https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/

https://help.mypurecloud.com/articles/agent-status-overview/