UCCX 10.6 Log who forced agent to login

[ryan.simmons1]

Does UCCX track who forced an agent to login? I looked at the agent state detail table but it doesn't appear to track who pushed the agent back into a ready state. Is there something else that does track this activity?

[Mukesh Singh]

Hi,

Could you please elaborate what exactly you want to know? Do you want to understand agent login process?

[Anthony Holloway]

Supervisors can change the Agent state, on behalf of the Agent. I'm sure they are wondering if there is a report which shows this happening.

Scenario: Agent claims they didn't know they were not ready for 6 hours, and never made themselves not ready. One possible explanation is that one of the Supervisor's did it. How can you prove that?

[Mukesh Singh]

Hi,

There is not ready reason code 999 if supervisor make agents not ready.

999 - Supervisor Not Ready	This code is reserved.
999 - Supervisor Logout	This code is reserved.

https://community.cisco.com/t5/collaboration-voice-and-video/reason-codes-for-agent-not-ready/ta-p/3148096

i'll check in my lab as well.

Regards,

Mukesh

[Anthony Holloway]

But it doesn't say "who," correct?

[ryan.simmons1]

correct we need to know who pushed the agent from a not ready state to a ready state.

[ryan.simmons1]

I replied with a example scenario that should help.

[ryan.simmons1]

Here is a example scenario:

1) Agent goes into a Not Ready state on their phone.

2) Team Leader (Not the Agent's Direct Supervisor) forces the Agent back into a Ready state.

3) Agent complains to Direct Supervisor.

4) Direct Supervisor asks who forced my agent back into a Ready state.

So my question is how can I prove which Team Leader pushed the agent back into a ready state. I see that the states changed but who pushed them?