Genesys Cloud Certified Professional – Reporting — Question 6

While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

Answer options

Correct answer: A

Explanation

Removing an inactive agent from the queue can affect the metrics since it can change the overall performance statistics of the queue. Inactive agents may have skewed the metrics, and their removal will provide a clearer view of active agent performance. Therefore, the correct answer is A, while B is incorrect because it underestimates the impact of such changes.