We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this happens, in the interest of fairness, we have to manually calibrate the tally back for the AE, which can get very time-consuming.

However, we can only assume that this is due to SDR error, and we do not have any way to actually verify that the AE was truly "Unavailable" when taken out of the rotation. The best we can do is reference the overlapping calendar event, but we also cannot verify whether this blocker was added after the fact.

Therefore, it would be nice to either have the option to disallow the Handoff button to be pressed for an "Unavailable" rep (and to be able to set this per queue) -- and/or to add data within the HH event report that indicates the AE was taken out of rotation when they were "Unavailable"(in order to confirm context when reviewing disputes).