UCCX release 5.02 sr01 - Agent is forced to be in ready mode by a supervisor

Unanswered Question
Feb 25th, 2010

A customer would like to get report to know how many times a supervisor with the CSD force an agent to becomes in ready mode.  I know that some historical report can give us the information about agent state "not ready" and "logout" but what we need is really when SUPERVISOR change the agent state from the CSD.

Thanks,

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
Tanner Ezell Thu, 02/25/2010 - 06:39

This isn't a terribly difficult request, but it certainly will require a custom report. When the supervisor changes an agent state, there are reason codes to mark it. Match those up and you'll be set.

celine.jeannott... Thu, 02/25/2010 - 06:56

The only built-in reason code related to the agent relogin does tell that is because the supervisor force the agent to becomes in ready mode.  If you have an idea how to capture when a supervisor change the agent state, could you give me more details.  Thanks,

AGT_RELOGIN

Reason Code: 32767

State: Logout

The system issues this reason code when an agent is already logged in to one

device (computer or phone) and then tries to relog in to a second device.

Actions

This Discussion