As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.

Current Pain Points & Behavioral Gaps:
Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state directly into the generic "Unavailable" bucket.
To see if an agent is actually in DND, supervisors have to change their dashboard configurations to "Expanded View Mode" or guess based on call routing behavior. Because "Unavailable" conflates multiple backend states (such as being manually logged out, system timeouts, network disconnections, or DND), leadership lacks real-time, actionable visibility into what their staff is doing at any given second.

Proposed Solutions / Enhanced Capabilities:
Capability 1: Standalone DND Column/Widget Metric
Introduce a dedicated DND column to the Agent Details widget and include a unique DND counter block in the Agent Counts overview scorecard.

Capability 2: Granular Status Breakdown Mapping
Update the Live Reports backend data engine to parse out the strict DND state from other "Unavailable" triggers. When an agent turns on DND, their individual live status row should explicitly change to a distinct color/label (e.g., a hard red indicator labeled "Do Not Disturb" or "DND").

Capability 3: Specific Filter Thresholds
Add a dashboard filter toggle that allows supervisors to selectively view or isolate only agents who are currently on DND, streamlining remote team management and floor coaching.