It seems like all of our proposed solutions or suggestions, which I very much appreciate, center around the Agent Desktop application. What if we took a different approach to changing Not Ready states and actually used the phone itself (dedicated No...

Example - An agent is engaged in a training session that ends at the same time that they begin a lunch/break.I would like the agent to go directly from one not ready state to another, without the need to have them hit "ready" which could possibly rou...