I’d like Schedule Analysis to show a breakdown of Extra Work by channel, rather than only showing one combined Extra Work value.

For example, the report could include separate columns such as:

Extra Work (Phone)

Extra Work (Chat)

Extra Work (Email)

Each column should show the amount of extra work completed through that channel. For example, Extra Work (Chat) should include any productive Chat event that occurred outside of the associate’s scheduled hours and was classified as extra work.

The overall Extra Work column should remain available as a total across all channels.

This would make it easier to understand where additional hours were used, compare extra work against channel-level staffing needs, and report on extra capacity more accurately in a multi-channel environment.