Monitoring an individual agent should answer one question clearly at any moment: what are they doing right now, and for how long have they been doing it.
A simple "online/offline" status hides what an agent is actually doing.
Per-agent status (on-call, idle, on break, off) with time-in-state visible at a glance.
Status includes on-call, idle, specific break reasons, and time-in-state.
Toilet, lunch, briefing, prayer — tracked by category.
Identifying specific patterns (e.g. excessive break time) to address directly.
Yes, break reasons are tracked by specific category, not just a generic "away" status.
No VoIP, no hardware — DEN MOBILE runs on the agent's own Android phone and SIM.
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DEN MOBILE