Show Current Status and Task in Agent Presence

In the Agent Live Status Dashboard it is possible to see each agent's current status and what task they are working on in real time (see image below).

It would be useful to display the same information in Agent Presence, using icons to indicate both the agent's current status and ongoing task.

This would help team leaders quickly get an overview of their team's availability and activities when deciding who to assign tasks or tickets to, without having to switch to the Agent Live Status Dashboard.

For example, an agent may appear as online in Agent Presence but could already be handling an email, working on a ticket, or performing another task.

Expected behaviour:

• Display the agent's current task or activity using the same icons as in the Agent Live Status Dashboard (including ongoing caller number).

• Update the information in real time as the agent's status or task changes.