Record of when a Supervisor makes an Agent Ready?

Unanswered Question
Jan 11th, 2010

Is there a record written somewhere of when a Supervisor uses the Supervisor Desktop to make an agent available? I haven't been able to find anything yet, I know you can get some details in HDS for instance of when a Supe barges in on a call, but no luck yet re: when a Supe makes an Agent available. Any suggestions are appreciated.

Bill

I have this problem too.
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Tanner Ezell Mon, 01/11/2010 - 15:43

You'll need to access db_cra directly (CRSSQL) and check the table, AgentStateDetail. It will contain a reason code for why an Agent becomes Ready/Not Ready.

bill.king Tue, 01/12/2010 - 05:06

Thank you for your quick reply, but 2 questions:

Does agent state trace have to be active to get that data?

What box does that database resides (HDS? Call Manager? Someplace else)?

Bill

Tanner Ezell Tue, 01/12/2010 - 08:38

All the records are on the UCCX box itself (called CRSSQL) under the database db_cra. The table is called AgentStateDetail.

You don't need a trace for it. Additionally you may have a hard time accessing the database if you don't have SQL Server installed on the box.

bill.king Tue, 01/12/2010 - 08:48

What is the UCCX box you are referring to, the Call Manager publisher for instance? I don't have direct access today to them, I access it via another tool.

Tanner Ezell Tue, 01/12/2010 - 08:52

My apologizes, I miss read your original question and thought you were using a UCCX deployment.

Edward Umansky Tue, 01/12/2010 - 12:58

I believe you will need agent state trace enabled. There is an event name in the Agent_State_Trace table called

MAKE_AGENT_READY (26) which should be what you are looking for. The data lives on the HDS database, and there is a built-in Webview report that displays the data from this table. Keep in mind Cisco recommends using the agent state trace feature sparingly due to the load it imposes on the system.

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