Description: Provide the ability to report on, audit, troubleshoot, and ultimately see who is changing what agent's state, why, when, and increase productivity.

Feature Request: Ability to see who changed an agent state previously and when.

Purpose: To allow auditing and troubleshooting after the fact. Not only would this give admins the ability to see who changed an agent state previously, but it would also provide another troubleshooting mechanism for both customers and support alike by ruling out if an agent state change was caused by a supervisor manually or if it was caused by something else (system etc).

Details:

Visibility: This will give managers, supervisors, and support-related individuals the ability to see who changed an agent's state and can then directly understand the 'why'.

Benefits:

Troubleshooting mechanism to rule out another user or 'cause' to an agent's state change.
Enhanced reporting and more visibility into agent/supervisor productivity.