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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.
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
Agreed. How do you get to this "audit trail"? We're new users and we lack visibility on Current Idle state so we can reach out to the folks that have not taken or placed calls recently.