Who changed agent state in Cisco Finesse

[Mohamed.Sherif]

Hello Everyone,

We have UCCE 12.6 with Finesse . We need a way to identify who has changed the agent status in Cisco Finesse.

Regards,

M.Sherif

[Armen Sargsyan]

Hi, CUIC reports ?, 
Agent State Trace Historical or Recent State History

[bill.king1]

Hi, are you talking about if the agent was set to Not Ready for instance? If so, you sohuld see that in the Not Ready reports with code 999, here's a link about it. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1251/admin/guide/cfin_b_1251-administration-guide/cfin_b_1251-administration-guide_chapter_0110.html#reference_DA919E953FB4F73AD9CA3A35542D5158 

[Mohamed.Sherif]

Thanks guys for the response. Yes we can get not ready reasons from the report.

But we need to know the supervisor ID who forced the agent to Not ready, which is not available in the reports. I believe this is available in Cisco Finesse logs. but is there a simple way to get it

[bill.king1]

Not that I am aware of in the database that you could report on, but if anyone else has other information maybe they can post it here. You not just want to know that it was a supervisor that changed agent A's state, you want to know it was supervisor B who did it vs. supervisor C, correct?

[Jerrytech1]

Try this report:

Multichannel/Queue Management Audit Trail report

[bill.king1]

Hi @Jerrytech1 , is that a UCCX report or one for CCE ? The original poster is using UCCE.

[Jerrytech1]

UCCX. Sorry, I missed that

[Armen Sargsyan]

Hello, I find in UCCE reports:
Stock | Intelligence Center Admin | Audit Trail
Stock | Intelligence Center Admin | Group Access Detail
Stock | Intelligence Center Admin | Resource Ownership and Access

But who has changed the agent status in Cisco Finesse I don't find.