Agent Status Change Report - Webex

[AChandupatla]

Hi team,

Few years ago we moved from Cisco Finesse to Webex. 

I am after a report that I used to have in Finesse. Report used to display agent status change for the selected duration.

For example, since the agent logged in, report listed the status change and the duration of each state in chronological order. See below example

Extension	State Transition Time	Agent State	Reason	Duration
6119	2/01/2022 7:33	Logged-in		0:00:00
6119	2/01/2022 7:33	Not Ready	Agent Logon	0:26:51
6119	2/01/2022 8:00	Ready		0:07:54
6119	2/01/2022 8:07	Reserved		0:00:11
6119	2/01/2022 8:08	Talking		0:04:57
6119	2/01/2022 8:13	Work		0:00:45
6119	2/01/2022 8:13	Ready		0:09:29
6119	2/01/2022 8:23	Reserved		0:00:12
6119	2/01/2022 8:23	Talking		0:01:48
6119	2/01/2022 8:25	Work		0:00:45
6119	2/01/2022 8:26	Ready		0:12:12
6119	2/01/2022 8:38	Reserved		0:00:06
6119	2/01/2022 8:38	Talking		0:03:16
6119	2/01/2022 8:41	Work		0:00:45
6119	2/01/2022 8:42	Ready		0:06:46
6119	2/01/2022 8:49	Reserved		0:00:08
6119	2/01/2022 8:49	Talking		0:06:25
6119	2/01/2022 8:55	Work		0:00:45
6119	2/01/2022 8:56	Ready		0:02:18
6119	2/01/2022 8:58	Reserved		0:00:11
6119	2/01/2022 8:58	Talking		0:00:59
6119	2/01/2022 8:59	Work		0:00:45

I do not have such report in Webex. Nor I seem to create one.

Any help can be appreciated.

Thank you

[AChandupatla]

Hi Konstantin,

I am pretty sure we were using UCCX. 

I could not find this report in WxCC though. I have checked all the folders under reports.

Is there a way this can be recreated? I have tried but could not find appropriate parameters or I could be wrong.

Regards,

Arun

[Konstantin Vaksin exCisco]

Hello Arun!

Have a look into the report: Agent Trace

I am pretty sure, you will match your business requirements.

You might not be able to find out same reports, as you used to have in On-prem solution, but it is always possible to recreate them or match your business requirements to one, that are provided in stock

Regards,
Konstantin
——
Contact Center Consultant

[Konstantin Vaksin exCisco]

Hello!

Which platform did you have?
Did you migrate from UCCX or UCCE?
You should be able to find reports from UCCX on your WxCC.

Regards,
Konstantin
——
Contact Center Consultant