We often want to go back and look at what staff were doing earlier in the day or yesterday, as far as who were on queue / off queue / busy etc second by second.

This would be useful to us for reviewing where we miss SLA to determine the cause - typically staff availability.

We have found that it required about 3 different reports to determine Agent interacitons -Agent activity etc. we'd like to see a playback function for the queue activity so you can go back and replay the queue activity second by second.

Hi Garth, thanks for the input; I have sent this suggestion to our Product Management department for review.

Good suggestion. ?It would be great to add an average number of available agents against each interval onto the new queues performance screen.