Enabling agent trace allows you to track and report on every
state an agent passes through. Use
this feature for short-term tracking of specific agents.
 Note |
The maximum number of agents with AgentStateTrace on is 100.
|
URL
https://<server>:<serverport>/unifiedconfig/config/agentstatetrace
Operations
- create: Returns a list of agents whose agent state trace is turned on, using the URL https://<server>/unifiedconfig/config/agentstatetrace.
- update: Updates the agent state trace in the database.
Parameters
- refURL: The refURL for agent state trace. See Shared parameters.
- agents: A collection of agent references (Agent API). Each reference contains person (including firstName, lastName, userName, and loginEnabled parameters), agent refURL, agentId, supervisor, and agentStateTrace. Agents who are not specified in this collection have agentStateTrace turned off. To turn off all the agent state trace, pass in an empty list. See References.
Example get response
<agentstatetrace>
<refURL>/unifiedconfig/config/agentstatetrace</refURL>
<agents>
<agent xsi:type="agentSummary">
<refURL>/unifiedconfig/config/agent/10884</refURL>
<agentId>4294305</agentId>
<agentStateTrace>true</agentStateTrace>
<description>Here is a descr</description>
<person>
<firstName>John</firstName>
<lastName>Doe</lastName>
<loginEnabled>true</loginEnabled>
<userName>jdoe</userName>
</person>
<supervisor>false</supervisor>
</agent>
</agents>
</agentstatetrace>