On the VCC agent report "Time on break /Off line status code."
There are several columns that appear "N/A (N/A)", the question is how does a user status enter this field, as we find a lot of time is contained within these columns which doesn't give visibility on the agent true status.
Agent report : "Time on break/Offline status code"
This is normal to see NA/NA. Mandatory status codes are for agents to change status manually from the AGUI drop down menu, but any status changes by the system will show NA/NA (examples, when you first log in -> break status, times out a call to break mode, phone connection problem to put agent in offline mode....etc)