| We have Leda II for "spying" on the agents, which produces "lampstate" reports. When an agent activates/deactivates the not ready key it does show up, but I don't know if they do it quickly enough (under 2 secs?) it won't show up on the reports.
The crux though, is that even if they are putting themselves to the back of the que they would all have to be doing it virtually all the time with the reporting missing it.
Unless there was a way to put themselves to the front of the que, make the ACD que think they have been off the phone the longest. |