Example: Our agents flex into email if phone volume is down. But we want a better way of ensuring that they’re answering emails truly because there are no calls available.

It would also be helpful to have some sort of indication about whether volume is truly low, and then have that be the trigger to look at the second priority for agent states. So only look at email channel adherence if phone volume is down. Otherwise, look at agent state for the phone channel.

Maybe there could be some sort of notification for this, or some indication on the Agent Analysis page.