Adherence accuracy could be misrepresented, given 'Online- Not Zendesk' is a productive state. eg. In the agent scorecard, there are some large blocks of 'Online - Not Zendesk', which puts the agent in adherence. This could be the agent forgetting to log out or close the Zendesk window when going for a meal or meeting etc, so the ability to switch them to a different state after 45mins in that state would be useful.