This a common and essential KPI when managing a call center, how is this not a measured metric?

It would be great to determine time spent off phones due to breaks, lunches, meetings, outbound, ect. This would help calculate a more accurate agent schedule adherence.

In order to more effectively manage our call center environment, we could really use some reporting metrics on agent status data. For example, how long are agents logged in and available in the phone queues. Actual call data metrics are already available, but nothing is available to report on agent availability in the queue during a given time period.

It would be nice to see how much time each extension is on DND

On, HUD. Please add the Live Total minutes and seconds Users are Engaged on a Call

Add different availabiltites for different reasons. Restroom, lunch, etc from the RC Desktop app. Be able to report on agent productivity.

I think it would be nice for companies to be able to see when their employees change settings to thier system. I.e. DND, accepting queue calls.

It would be helpful to see logs of when users are set to Available vs other status settings.

Need to be able to determine up and down time of an agent from statistics. Currently reporting only shows the current status and not how long the status is ready/not ready. There are only two options for the status in reporting which is online and offline. Need all the options (available, busy, do not disturb and invisible) , to be reflected with the time log of each status for a selected timeframe eg. for the day, week, month.

Would like to see additional reporting added for users with various phone settings. This would be forwarding, DND, check out of various queues. This would allow leadership to analyze their staffing counts and coverage.

A report or something available within Analytics to see which users have been on DND and for how long they were i.e duration.

Allow Admins to set a default on how long users can be on DND for before the system auto takes it off

We will be able to track down which agents are suppose to be picking up the call and who will be the next available agent.

We are currently able to view which agents are available/unavailable- but not how long they have been in this state without going through the audit trail which is very time consuming. It would be great to be able to see the length of time per agent for their current state

This submission seems to be a common, sought after interest. It's been close to a year since it was provided; has there been any progress/internal discussion on this metric addition?

It would be great if we can see how many hours a day someone is in queue available to accept a queue call.

For example, If we can see how long a person is on call and how long a person is on avail or DND will be helpful to keep the team on track. Also day wise report on the same like overall DND time, avail time and the calls time for the day will be helpful.

Need a separate report for All agents - when they login and logout. As of now there is no report to understand the login and logout time.

We need managers to know, at a glance, who has set their status to what (ie Working Remotely).

With more people working from home, we would like to ability to see in our Reporting the metric of how long a call queue member has the "Available to Accept Queue Calls" enabled.