Ability to change the status name, not only if someone is unavailable, available or on a call. e.g. we can create a list of status name such us; personal break, lunch break, or in a meeting etc... Also if we can put the current state time where we can see how long the person is engaged in a call. Also for the widgets, you have placed a default number for width and length that removes the ability of super admins to customize how many widgets we can add and to fit in the screen as well.

On Admin Portal or Analytics portal to have an option to view the status of the call queue member during a specific timeframe. For example: Agent A was available on the call queue from 11:30 am -11:32 am. Status changed to busy due to a received call/an outbound call made. This would help the administrators to identify why calls are not connecting to certain call queue members, without having to extensively check call log if said queue member was simply on a direct inbound/outbound phone call. This will also help identify if there is an issue or not, if agent is not on a call, should be set to available, but did not receive a queue call.

I would like to see the live time frames of the agents current status in live reports.For Example:Agent Status TimeAgent One On Call 4:58Agent Two Available 0:37Agent Three Unavailable 13:14This would allow us to monitor, in real time, how long someone has been on a call, if they are about to be back from break, who has been available the longest and due for the next call, etc.

I would like to see how many hours per day or week a particular user spent accepting queue calls on their phone. Currently, the only way to know if users are accepting queue calls is to extrapolate based on the number of calls taken, however, I want to ensure the amount of time the users spend accepting queue calls is uniform throughout my team.

Would like to back track status of the users in Analytics Live Reports in the past few days to see how long they are on "available", "busy", and "unavailable"