A historical state report would not only be helpful in supporting payroll issues, but it solve a lot of other operational needs as well. Being able to see when and why statuses were changed would be helpful in controlling your contact center and knowing what opportunities for improving your team members are, especially when the planning/operational management team is not able to see for themselves what is happening in a 24hr environment.

A simple example of a report would be

Agent: Steve Ross

Report: 1/1/18-1/2/18

Date - Time Status Duration Changed By

1/1/18 - 08:59:45 Logged-In/Unavailable 00:45 SRoss

1/1/18 - 08:00:30 Available 03:10 SRoss

1/1/18 - 08:03:40 OnCall (609-###-####) 08:12 System

1/1/18 - 08:11:52 Unavailable 10:00 SRoss

1/1/18 - 08:21:52 Available 00:04 JSmith

1/1/18 - 08:21:56 OnCall....................