Unavailable/Available Phone State - I am digging in and learning your reporting functionality, and for the most part, I'm finding what I need and it's very user friendly. However, I'm pretty stunned to discover you do not have a couple of critical KPI's: % Unavailable and % Available. It's incredibly common for a phone department to have metrics and expectations around CSA's being logged in and "available." This is critical data that is needed to manage a department. I understand others have asked about this, and I'm formally requesting an ETA for this critical criteria. Thank you!