Real-time agent analysis shows who is out of adherence, which includes agents who start a break or lunch late, for example because a customer contact ran over. Many teams accept late starts. What they need is to quickly see who is currently in a break, lunch or meeting and has gone past the time allowed for it.

Today that means reading each agent's state duration and knowing the allowance for their activity, which doesn't scale for real-time analysts. It's harder still when badge wording such as "Break is 5m over" describes a late start rather than an overrun.

Request: alongside adherence, show time in the current activity against its scheduled length (e.g. "Lunch 34m / 30m"), so analysts can focus on genuine overruns.