Definition

Agent trace reporting displays the activities of an agent who is traced.

How it works

Agent trace report historically tracks the activities of an agent, state changes, the time when these events occurred, and the duration for agents traced. Agent Trace reporting can help supervisors evaluate how agents are spending their time.

You can obtain an Agent trace report date-wise and for one agent at a time.

To generate trace data, you must enable agent tracing. For this tracing, create a group with the name AgentTraceGroup in ACM and assign agents to this group.

The type of data reported depends on the verbose level configured for the orca-trace-measure-proc service. For more information about how to configure the verbose level, see the section Configuring the verbose level for Trace Processor in Maintaining and Troubleshooting Avaya Analytics™ guide.

The Agent trace report contains the following data:

• User state data: Provides information about the agent states and work states an agent transitioned through while traced. It also shows the Not ready by reason codes that an agent sets.

  • Agent states include Pending Login, Ready and Not Ready, Pending Logged Out, and Logged Out.

  • Work states include Idle, Available, Busy, and Unavailable.

• Call state data: Provides information about the call activities of an agent while being traced. It includes the following information:

  • Disposition Codes, Workcodes, and Deferred Reason Codes that an agent sets while active on a call.

  • Rejection Reason Code an agent sets that is responsible for approving emails.

  • Information on the Engagement ID, Routing Service, Channel, and Direction.

  • Activity Types, such as Called, Transferred, Consulting, Consulted, Conferenced, Observed, Observing, Coached, Coaching, For Rework, and For Approval.

  • Email replies and forwards.

Business usage

• How to determine how an agent is using their time?

  From user state data, use State and State Duration to determine how long an agent was in the Ready or Not Ready state. Also, use Workstate and Workstate Duration to determine how long an agent was Idle, Available, Busy, or Unavailable.

  From call state data, use State and State Duration to determine how long an agent was active on calls or in ACW. Use Activity Type to determine what type of work an agent was doing, such as consulting, conferencing, transfers, approvals, or rework.

• How to determine the activities an agent spends most of their time on?

  From call state data, use Activity Type, State, and State Duration to determine what type of work an agent was doing, such as consulting, conferencing, or ACW, and how long the agent was active on that work.

• How to determine which engagements an agent worked on and what work the agent did?

  From call state data, use Engagement ID to determine which engagements the agent worked on. Sort the report by Engagement ID so you can analyze the information more effectively. Use Activity Type, State, Exit State and Exit Reason to determine what work the agent did on an engagement and how it was completed. For example, transfers to service, transfer to agent, and deferred.

• How to determine which disposition codes an agent uses while handling calls?

  Use Activity Type and Disposition Code from call state data to determine which disposition codes the agent set while active on calls or after-call work.

• How to determine which work codes an agent uses and for how long while handling calls?

  From call state data, use Activity Type, State, Work Code, and Work Code Duration to determine which work codes the agent set and for how long the agent is using a work code while active on calls.