Identify the admin user who changes the state of another user

[Bopotan92]

Hello all!

In Finesse, we are having users who complain of someone changing their status from 'Wrap Up' to READY when they are still working on an existing client. This catches them off guard. Is there a way to identify who is changing the status? I was unable to find any useful reports in CUIC. Thanks! 

[bill.king1 · Accepted solution]

This isn't in CUIC (unless it has changed). There's an open enhancement request for it with this older defect https://bst.cisco.com/bugsearch/bug/CSCvy11748 , so you can check with TAC to see if there's any update on it?

I believe you can get who did it via logs but not via regular CUIC reports.

[Bopotan92]

Thanks! I'll try reaching out to TAC. 

[Elliot Dierksen]

I may be splitting hairs, but changing agent is something normally done by a supervisor, not an administrator. I would ask the supervisors of the team in question if they are forcing agents into a ready state. That information should be available in the agent state detail report.

[Bopotan92]

Right, you are correct - it is not the “sys admin” user changing the states. It is either a bug or a supervisory user is doing it on accident and not owning up to it. I did not find a CUIC report, including the agent state detail report, that shows who initiated the status change.

[bill.king1]

Unless it has changed, t is possible to find it in the logs though, if needed, as far as if supervisor XYZ changed agent ABC..