Is there perhaps an API Action Name that will allow us to retrieve the events of an Agent. Mostly when a phone has been paused / unpaused.
The reason for this request is, we would like to use the API to extract this information and insert this into a SQL database which we will then be able to query and determine the actual "Agent Active" time and use this as a sort of productivity report.
We will then calculate the time the phone was active - the pause time and then determine the actual "Active" time.
Charl van Tonder