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  1. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

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    Future Consideration  ·  72 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    CJ commented  · 

    There needs to be a dashboard that quickly shows whether a user is accepting queue calls or not. I am not so interested in their "staus" (ie available, DND, invisible, etc...) I need to be able to see whether an agent is accepting call queue's. I would also like to see have a KPI that shows "amount of time" not accepting queue calls.