Do agents that are active, inactive, or deleted impact the metrics in queue reports?

• A. No
• B. Yes, when active
• C. Yes, when inactive
• D. Yes, when deleted

Answer: (D)

In queue reports, the metrics are calculated from the set of agents that exist in the system. When an agent is deleted, they’re removed from that pool and their data is no longer included in the calculations, which can change the reported numbers. Active and inactive statuses just reflect whether the agent is currently handling work or available, but they don’t remove the agent from the data. So deletion is the condition that actually impacts the metrics.