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. |
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.
<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>