Display Agent Status Duration in Live Reports Collapsed Mode
Current Limitation:
The Agent Details widget in Live Reports only displays status durations when set to Expanded Mode. In Collapsed Mode, supervisors get a clean, high-level availability summary, but lose visibility into how long an agent has been in their current status. To see duration, supervisors must switch to Expanded Mode, which adds per-queue rows and clutters the dashboard view.
Proposed Enhancement:
Add a Status Duration column option in the Agent Details widget settings for Collapsed Mode (when Remote Member Management is active).
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Michael
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