The idea is the action on this on a real-time basis rather than having to evaluate the performance after the fact. This will helo with monitoring instances when agents are:

-staying online and gaming the system

-staying online in one status for a long time

-Staying online but not in the right status ( while can be caught by looking at adherence for productive events) it is also helping to understand overall how long the engineer is online vs just looking at adherence

-understanding the hours worked regardless of schedule in real-time to course correct as needed by managers

-especially helpful for async channels to understand the total hours worked/hours logged in Omni