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.
Re: Record of when a Supervisor makes an Agent Ready?
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.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...