Question
CC Agent Status Percentages
I manage a handful of call queues and im coming across an odd discrepancy in my analytics. How is it some of my agents total combined staus percentages (ready, not ready & occupied) do not equal 100% but some do? When I first noticed this I assumed it had to do with offline time but if that was the case none of them would equal 100%. I make sure everyone is offline each night so they would all be well below 100% if offline was counted in the total. So what is making the difference? What am i missing?