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New Member

Agent status

What is the best way to determine agent status at a given time.  For example if I want to determine what the agent was doing exactlty at 14:52 ?

I looked at tcd and did a query on the agent DNIS. It showed me the last record prior to 14:52 at 14:51:12 and then say the next call came at 14:53:13

I need to exactly determine what the agent was doing between 14:51:12 and 14:53:13

I have been looking at CUIC reports but could not pinpoint the exact report that would give that info.

3 REPLIES

Agent status

Check an agent state report, which will give you details like the ones you're looking for.

david

New Member

Agent status

I looked at that. Interestingly it reporting no data.  I looked at the Agent Trace table and there is no data there. It seems that this report may give me a break of various agent states, not sure it is going to give me the states time wise. For example on call from 9:00-9:05.  Ready state from 9:06 to 9:08 etc..

Agent status

Check your agent PG and confirm that you have agent state trace checked.

david

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