We're using the "Change Presence Menu" plugin to track the status of users. We'd love to be able to report on these state changes - is there any way to do that (ie via accessing the underlying mysql database)? Currently we're only able to report on the queue pause/unpause events (in stats.queue_stats), but ideally we'd like to report on more granular info (ie why the agent was paused). Thanks!

If you currently use fop2+asternic it should report pause reasons. You can also see it in realtime if you enabled the custom pauses option.