Queue Agent Idle Time

We’re trying to figure out how to capture the agent idle time for a specific queue. We purchased QXact reports. Looking in the database there’s a qs_agentstats.idlesec field but that field has 0 for every record. In fact, most of the stats in that table has 0’s even though there’s over 7 Million records. Does anyone know how to start capturing this data or if we can capture the idle time by agent?

I tried searching the code for any files containing qs_agentstats, but only found module.xml in the modules/queuestats/module.xml file and it wasn’t useful.

Are they only signed into one queue at a time?

The agents are only logged into 1 queue at a time.

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