This question is related to Pega Digital Chat - is there a service endpoint (or endpoints) where I can have an application listen to changes in Agent Status in Chat Queue (e.g. when they make themselves available to a specific queue) and also listen for when a chat is routed to an agent's desktop and they accept or decline or don't respond when a chat session is presented to them?
When agent accepts , declines , expires a chat request we record those events in conversations_timeline(Channelservices-Conversation-Timeline) table. You can run a report on that.
On agent status we have similar kind table which stores all the agent status but it is part of customer service 8.7.