ICM 7.2(6) - Supervisor makes agent Ready

David Wolgast · ‎11-20-2008

We are currently trying to provide information to assist with a question about whether a supervisor made an agent ready using CTIOS desktop client. The agent in question did not have agent state trace on at the time. How can we determine whether the agent went Ready himself, or was forced into Ready by the supervisor? Is there a WebView report, or a place in the HDS where we can look?

Thanks for any assistance.

geoff · ‎11-20-2008

On your HDS, run this query:

select top 10 * from t_Agent_Event_Detail

Do you have any data?

From the HDS, maybe you can try this

select DateTime, ReasonCode from t_Agent_Event_Detail

where SkillTargetID = 5818 and Event = 3

and DateTime > '2008-11-20 00:01'

and DateTime < '2008-11-20 23:59'

with the appropriate SkillTargetID. Event = 3 is the not ready. Maybe a non-zero reason will appear.

Regards,

Geoff