This idea has been merged into another idea. To comment or vote on this idea, please visit LIVE-I-4 Ability to track agent time by phone status.
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.