In my environment we have some additional requirements for live agent monitoring that cannot be met by the stock live data reports.
One of these requirements is a running total of not ready time broken down by reason code. The stock "Recent State History" live data report has the raw data but I am wondering if there is a way to aggregate data or group data by the reason code on it. I cannot find any option to do this.
If this is not possible, does anybody have any ideas on how to get not ready data broken down by reason? I know of Agent_Event_Detail in the real time data, but the latency between state changes on the agent's desktop and the writing of new records is too long for the users.
