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.

We would like the ability to report on how long users have the "Accept queue calls" option enabled.If an under-performing user is forgetting to re-enable the setting, or maybe even intentionally, it would be good to be able to provide evidence of that, "this user was available for queue calls for 9 hours on Thursday, from the start of their shift at 8:00am to the end of their shift at 5:00pm on Thursday" or "This user was available for queue calls for 4 hours on Thursday, from the start of their shift at 8:00am, until the start of their lunch at 12:00pm, but was not available again after".The graph could plot 1 for logged in, 0 for logged out. The chart could report an average or total time available for each user in the queue for the selected period.

A useful performance report would be of users and the duration they have spent not accepting calls or DND. This is particularly useful for management and team leaders who are attempting to understand why so many calls are not being answered and could be because agents have all decided to use the toggle to not accept calls for a queue.

We'd like to see a report that shows how many times a user goes on DND that shows number of times and length of time a user is on DND.

This would be a great feature for managers of phone queues. I would have thought that this would have already been part of the reporting.