SmarterTrack Data
Question asked by Anthony Starling - 10/17/2017 at 6:19 AM
So we are pulling Data for reports and performance reviews. All of the users are showing up however the QUEUE is showing up as a user also can someone explain this to me?

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Derek Curtis Replied
Employee Post
Hi, Anthony. Which reports are you looking at that contain the Queue? Technically, the Queue IS an agent..there are times when something happens -- like if a chat is answered but not "taken" by an agent -- where that data has to go somewhere. In those instances, the Queue would be the acting Agent. However, we'd need to know what reports you're looking at before we can give a definitive answer. 
Derek Curtis
SmarterTools Inc.
(877) 357-6278

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