Our workaround for this has been a Zendesk email showing the backlog in queues, than using the export of Assembled states with a formula to identify what we call "idle time". This is our version of "Occupancy" being the actual talk or chat time / total scheduled productive time. Adherence we stick with the productive adherence in Assembled with a goal of 70% occupancy and 90% adherence. The way our formula works is we average the amount of inbound volume / tickets taken per agent on average that allows for us to gage between total online time, total active talk/chat time served, and idle time.

Tracking aside, we allowed for email to be an Aux code where agents sitting in the queue waiting for inbound emails will still show within adherence. But our Chat/Voice queues we turned Aux codes off and force the only method to stay within adherence is by being in an online state.