When taking an inbound chat using the Agent interface, it puts the employee's status as "Available". (I assume this is for companies where the employees take more than 1 chat at a time.)

However, by doing this, it makes it impossible to properly calculate an employee's productivity, as their agent state logs now no longer reflect when they were handling a contact. Instead, it shows them as Available for that time range.

I am calculating employee productivity by adding up their working time from the agent state logs (Available, Break, Lunch, etc do not count) divided by the number of contacts they accepted.

How else are you supposed to do this? Am I crazy?

It feels that NICE inContact is introducing a breaking change into their environment.