We started moving into using the soft phone instead of the desk phone, but we would like to track the amount of time the representative is placing their phone on Do Not Disturb or Busy. This would assist us with tracking representatives abusing the system.
Need to be able to get a report of start and end time when a user put on unavailable (Busy or Do not Disturb or Invisible) and when they come out of it. This is important for us to track productivity. I am sure most will agree. Account type : US. This is for Customer Support department for our business.