My company would like to have a measurement of active time in a session. This includes when the agent is using the mouse and keyboard and doing work. It doesn't include the idle time when they sit, waiting without using the mouse keyboard.
This is important for a business to measure the active time to know the level of their human resources are being used on remote sessions. So that we can staff at the optimum level and more. I can see this adding business value for a lot of your customers.
Customer support service by UserEcho