We are monitoring to make sure agents are where they should be, but the dash can be a little misleading if an agent is coming off of a break/meeting/lunch where the duration is a very high number, but in reality they've been out of adherence only for a few minutes and it doesn't necessarily need to be called out right away. For example, an agent should be on chats right now, but the "duration" for his offline time is 6 hours which looks really rough. But when I click into his activity report, you can see that he is just getting off of his lunch. If there was a column to the left of "Scheduled" for "Previously" that showed he got off of his lunch 1 minute ago, that would help so I don't need to manually check between situations like this and legitimate adherence issues!