Agent Ready/Not Ready

[kc-ah]

Where can I get details about the time of day an agent changes states? I can get the State Summaries in one of the reports, but not the details on Times the agent went out of Ready state, then back in. Didn't find any indicator in the CTI logs on the local PC, either. Anybody found this?

[venkasub]

Hi,

The Agent State Logs in the CAD (under File->View) displays a record of all ICD server state transitions for the current day. The log is in chronological order, and includes:

Field Description

Agent State The agent state that you have entered.

Start Time The time of the agent state transition.

Agent ID Your agent ID.

Reason Code Any reason code you entered, if you log out or the agent state you enter is Not Ready.

For more details, please refer the Cisco Agent Desktop User Guide.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/agentusr.pdf

Hope it helps.

Regards

Venkat