I'm looking for a way to track the first time that each agent makes themselves available on Voice/Talk each day, as well as timestamps for when they change status or go offline throughout their shift each day. This is something that I've commonly seen in other call center software, and is especially useful when tracking metrics like agent utilization, hours worked, and work avoidance (e.g., comparing changes in availability vs. ebbs in call volume).
This functionality would be incredibly useful, but I've been told that this currently is not something that is available in the Talk API currently. Please add this functionality.
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