• Not Ready (Auxiliary) Reason codes visibility on Presence status

    Currently, when viewing agents in Da Vinci CTI, it shows their status but not the reason. E.g. if someone was on Lunch or Break, it would show as "Not Ready", but not the actual reason.

    It would be great to have the reason for their AUX. For example, some not ready reasons indicate the associate is actively working but not taking calls directly from a queue (e.g. Admin) whereas others indicate they are not available in general (e.g. Lunch).

  • Timestamps on recent activity list

    It would be a useful to have timestamps added to the recent activity list, so that agents can easily differentiate between different calls to the same number.