Does any one know how to setup CTIOS so that we can report against the Agent's selected Wrapup state.
By default you get some dummy Wrapup, Not Ready and Logout codes. We have enabled all three for our agent. While dealing with a call the three List boxes are displayed and selections are made.
But... When you look at the Agent_State_Trace table the state changes are recorded but the ReasonCode is 0 for the Wrapup state. Not Ready and Logout states are recorded fine with the value selected by the agent.
From what I can tell, having and selecting a Wrapup code should be enough to store it in the database.
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...