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:
• |
|
• |
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.
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) |