Yes. In my experience you change your state to an unavailable state with a particular reason (lunch, end of day, restroom, etc.). This way, when the people moni

Yes. In my experience you change your state to an unavailable state with a particular reason (lunch, end of day, restroom, etc.). This way, when the people monitoring the efficiency of the call center know why person XYZ hasn't taken a call in 10 minutes, they know why.