Agent State Trace Historical Report

The Agent State Trace Historical Report lists each agent activity and the time it occurred.

 

Query: This report data is built from an Anonymous Block.

Views: This report has a Grid view only.

Grouping: This report is grouped and sorted by Agent Name and then by Date and Time (Interval).

Value List: Agent

Database Schema Table(s) from which data is retrieved:

Person

Skill_Group

 

Agent_State_Trace

 

Notes:

 

Current Fields in the Agent State Trace Historical Report

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Reviewing the Available and Current Report Fields.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

 

Column (Field)

Description

Agent Name

The first and last name of the agent.

Derived from: Person.LastName "," Person.FirstName

Skill Group Name

The Skill Group's enterprise name.

Derived from: Skill_Group.EnterpriseName

Date Time

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Interval.DateTime

Agent State

The State for the Agent.

Derived from: CASE Agent_State_Trace.AgentState 

   WHEN 0 THEN 'Logged Out'

   WHEN 1 THEN 'Logged On'

   WHEN 2 THEN 'Not Ready'

   WHEN 3 THEN 'Ready'

   WHEN 4 THEN 'Talking'

   WHEN 5 THEN 'Work Not Ready'

   WHEN 6 THEN 'Work Ready'

   WHEN 7 THEN 'Busy Other'

   WHEN 8 THEN 'Reserved' 

   WHEN 9 THEN 'Unknown'

   WHEN 10 THEN 'Hold'

   WHEN 11 THEN 'Active' 

   WHEN 12 THEN 'Paused'

   WHEN 13 THEN 'Interrupted'

   WHEN 14 THEN 'Not Active'

    ELSE CONVERT(VARCHAR, Agent_State_Trace.AgentState)

  END

LogOut Reason

The reason why an agent logged out.

Derived from:CASE WHEN Agent_State_Trace.EventName=2 THEN

       (SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and                                   ReasonCode=Agent_State_Trace.ReasonCode)

      ELSE 'None'

     END

Not Ready Reason

The reason why an agent is in a Not Ready state

Derived from:CASE WHEN Agent_State_Trace.EventName=3 THEN

       (SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and                                   ReasonCode=Agent_State_Trace.ReasonCode)

      ELSE 'None'

     END

Media

The enterprise name for the Domain.

Derived from: Media_Routing_Domain.EnterpriseName

Direction

Direction of the call.

Derived from: CASE WHEN Agent_State_Trace.Direction=1 THEN 'In'

      WHEN Agent_State_Trace.Direction=2 THEN 'Out'

      WHEN Agent_State_Trace.Direction=3 THEN 'Other'

     ELSE 'None' END

Peripheral Call Key

Key assigned by the peripheral to the call associated with the event.

Derived from: ISNULL(Agent_State_Trace.PeripheralCallKey,0)

Router Call Key

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKey,0)

Router Call Key Day

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKeyDay,0) in the calculation of LoggedOnTime.

Router Call Key Sequence Number

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKeySequenceNumber,0)