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New Member

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

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,

2 REPLIES

Re: UCCX release 5.02 sr01 - Agent is forced to be in ready mode

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.

Tanner Ezell www.ctilogic.com
New Member

Re: UCCX release 5.02 sr01 - Agent is forced to be in ready mode

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.

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