When viewing analytics for agent productivity on chat, we noticed that some agents are shown in black font, while others are greyed out. Typically those who were greyed out were not active during the time frame shown. However, there are agents showing greyed out that actually show taking chats. When looking further into their away code usage, they were online the entire time. Our managers believe if they are in grey it meant they were on "invisible" or "away" the entire time and are reprimanding agents.
What reason would it show the agents greyed out like that if they were active? Any help would be much appreciated. Screenshot below for reference.
