in the RTD SDK there is no such feature, whatever you see on the default realtime reports are what data you can get from the SDK as well, you might need to create your own webservice that gets called from the IVR Script where it writes the caller number and timestamp it is getting the Queue to skillset command, then you can display how much time elapsed from that timestamp on your dashboard.
the thing left is when to remove the contact from your database, if you developed your own Agent interface then you can call another webservice that delete the contact from your DB once an agent answer the call, i dont think you can call anything form the IVR script when the contact is about to be routed to an agent (look for an event handler maye there is such no the dusty old aged IVR scripting of aacc)

The Interaction UpdateCustomerEmail function in the documentation mentions that it accepts a string, but in the SDK file it takes multiple parameters, can someone fix the documentation and calcify it ? anyways the function is not working even when called with appropriate parameters which are a callback, customer ID and an email Object,

this happens with many other methods as well, updating customer Email, updating customer address, changing after work code, etc.
also the documentation of the SDK is weak, there are lots of incorrect functions declarations, lice udpateCustomerEmail it says it accepts a string, while if you open it in the SDK js file, it accepts a callback, customer id, and email object, but still it is not working.....

sometimes going not ready just hands with no response on the websocket of the JS SDK not any logs are written on the CCTServer log files

when trying to connect to AACC with Agent JS SDK, it ties with WS firs but the AACC is responding with invalid redirect with invalid location whch leads to redirect loop and the browser cancels the WS connection, now as for why AACC is doing so (Security is enabled) i have no idea, but as a workaround that works for me i modified the SDK to connect to WSS without trying WS:

function y(i) {

    var r;

    // i

    //   ? ((r =

    //       "wss://" + n + "/IntegrationPortal/SessionHandler.ashx?Service=" + t),

    //     f.info("Attempting secure WebSocket connection to: " + r))

    //   : ((r =

    //       "ws://" + n + "/IntegrationPortal/SessionHandler.ashx?Service=" + t),

    //     f.info("Attempting WebSocket connection to: " + r));



    r = "wss://" + n + "/IntegrationPortal/SessionHandler.ashx?Service=" + t;

    f.info("Attempting secure WebSocket connection to: " + r);

    e = new WebSocket(r);

    e.onopen = k;

    e.onmessage = d;

    e.onclose = g;

  }

it would be a good option if we can chose if the connection is secure or not in the SDK to avoid AACC IIS troubles...

seems like i can get TSAPI information with ITsapiCallIDPrivate, will give it a try ...

since MERGE events are related to merging calls together (conferencing) and the MultiCallMetaEvent provides getNewCall() and getOldCalls() which should provide details for old calls that will be merged into the new call if i understand correctly, but both methods are providing the same UCID of the call which leaves me not able to track which call got merged into which, is this normal and I'm looking at the wrong events or there is something else i should be doing to know which call gets merged into another one.

**EDIT**
Calls are tracked with two IDs, the UCID and the TSAPI ID, an example:
301 calls 302, the ucid is XXXX509 and the TSAPI ID is 5190, 301 holds the call with 302
301 calls 303, the ucid is XXXX430 and the TSAPI ID is 5191
301 conferences 302 and 303 calls, the new call UCID is XXXX509 with TSAPI ID 5191, this way we can know how the calls were merged.

to get the TSAPI ID use : ((ITsapiCallIDPrivate) callObject).getTsapiCallID()
and for call ucid use : ((LucentV15Call) callObject).getUCID()

I'm using JTAP for AES 8.1.2, I'm registering a CallControlTerminalConnectionListener on a Terminal with number 301.

from 301 i make a call to 302, 302 answers the call, here i get a Call Object with a UCID say 00001051731656159372.

then i put the call between 301 and 302 on hold, and make a new call from 301 to 303, i get a Call object with UCID say 00001051741656159381 and 303 asnwers 301 call.

until now both Call objects got a state of 33 which is ACTIVE.

from 301 i conference the call between 302 and 303 and 301 all together, at this point i receive SingleCallProgressStarted event for the Call UCID 00001051731656159372 (which is between 301 and 302) with Call state 34 which is INVALID and the Call has no Connections, until now eveything is ok until the very next event which is another SingleCallProgressStarted that states that Call with UCID 00001051731656159372 have a state of 33 which is ACTIVE.

is this ok for the call to go INVALID and back to ACTIVE ? in the documentation it says for the INVALID state

This is the final state for all Calls. Call objects which lose all of their Connections objects (via a transition of the Connection object into the Connection.DISCONNECTED state) moves into this state. Calls in this state have zero Connections and these Call objects may not be used for any future action. In this state, the Call.getConnections() must return null. [i]

which means the Call should not be used anymore.

what i am trying to do here to detect that a conference happened and know to which Call the call were merged.

**EDIT**
I've decided to try and monitor only Call Control Terminal Connections changes to track the calls above,
I have the below events of the Call Control Terminal Connection events, theses events are generated by my code as JSON strings, what i am looking for now is the state of each terminal connection to the other terminals, meaning that i will detect a conference by noticing that there must be a terminal connection between 301 and 302 in TALKING state, and a terminal connection between 302 and 303 in TALKING as well, this means that everyone is talking to each other in a conference, below events is once i press conference button on the softphone (One-X communicator)

the last three events shows that the Terminal Connection is dropped between 301 and 302 twice (no idea why) and then TALKING between 301 and 303, which means 302 is not TALKING (part of the call), now i ran of ideas how to track a conference call

17:33:01.179 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_HELD : {
"terminal": "301",
"eventId": 366,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "303",
"terminalConnectionState": 366,
"ucid": "00001052091656163678"
}

17:33:01.180 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_TALKING : {
"terminal": "301",
"eventId": 369,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "302",
"terminalConnectionState": 369,
"ucid": "00001052081656163670"
}

17:33:01.186 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_HELD : {
"terminal": "301",
"eventId": 366,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "302",
"terminalConnectionState": 366,
"ucid": "00001052081656163670"
}

17:33:01.186 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_TALKING : {
"terminal": "301",
"eventId": 369,
"cause": 100,
"callingTerminal": "",
"callingAddress": "",
"calledAddress": "",
"terminalConnectionState": 369,
"ucid": "00001052081656163670"
}

17:33:01.241 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_DROPPED : {
"terminal": "301",
"eventId": 365,
"cause": 100,
"callingTerminal": "",
"callingAddress": "",
"calledAddress": "",
"terminalConnectionState": 365,
"ucid": "00001052081656163670"
}

17:33:01.241 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_TALKING : {
"terminal": "301",
"eventId": 369,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "303",
"terminalConnectionState": 369,
"ucid": "00001052091656163678"
}

17:33:01.242 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_DROPPED : {
"terminal": "301",
"eventId": 365,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "302",
"terminalConnectionState": 365,
"ucid": "00001052081656163670"
}

17:33:01.242 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_DROPPED : {
"terminal": "302",
"eventId": 365,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "302",
"terminalConnectionState": 365,
"ucid": "00001052081656163670"
}

17:33:01.242 EVENT : EVENT_CALLCTL_TERMINAL_CONNECTION_TALKING : {
"terminal": "302",
"eventId": 369,
"cause": 100,
"callingTerminal": "301",
"callingAddress": "301",
"calledAddress": "303",
"terminalConnectionState": 369,
"ucid": "00001052081656163670"
}

**EDIT 2 **

So i was depending on the meta events for the Call state which seems to be inaccurate, so i am using CallEvents reported by the listener and now i cannot see this Call ACTIVE to INVALID to ACTIVE...