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You can get some of the data you are after via the DescribeContact API. You can calculate things like time in queue by comparing EnqueueTimestamp with either the ConnectedToAgentTimestamp or DisconnectTimestamp depending on whether the call was answered by an agent or not.
ACW information is only available by enabling Agent Event streams and capturing that data and processing it. There is a section in the admin guide about this here
回答済み 1年前
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