Need to get statistic about using hold button
You may want to check FOP2 that includes a plugin for hold reporting. To make this free plugin working you will need to license FOP2, and the cost it is quite cheap. From $40.- per server, lifetime license, 1 year for upgrading versions. And you can use that plugin and many others for your call center.
FOP2 Plugin - HOLD REPORTING
This plugin will catch hold/unhold events in AMI and write a proper entry in the queue_log file for that event, so reporting tools like Asternic Call Center Stats can produce the relevant reports.
YIkes. talk about resurrecting a dead thread. There’s also: