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.
All the records are on the UCCX box itself (called CRSSQL) under the database db_cra. The table is called AgentStateDetail.
You don't need a trace for it. Additionally you may have a hard time accessing the database if you don't have SQL Server installed on the box.
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.