User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
agent06: Agent State Trace Detail By Events Report
Overview:
Subject A table of agent states and task detail events for agents with agent state
trace enabled.
The report displays data on the event that change
d an agent's state, the
new agent state, and the reason for the state change.
Purpose To show detail on historical agent-state change
s for the selected time
period.
Note The agent state trace data is not turned on by default. Turning
it on may have a negative effect on your system.
Use th
e Configuration Manager to turn on this option. 
Enabling the
Agent State Trace option causes the generation
of a large amount of historical data. It is recommended that you
only enable this option for a small subset of your agents and
only for a limited amount of time.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By agent last name, first name, media routing domain, and date and
ti
me
Drilldowns available No
Schema database tables Agent
Person
Media_Routing_Domain
Agent_State_Trace
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ', ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
med
ia routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
ro
uting domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName