Activating agent tracing

Last Updated : Jul 22, 2024 |

You can activate (start) or deactivate (stop) the tracing of agents. After activating agent tracing, you can run an agent trace report to view information about agent activities, state changes, and the time when these events occurred. Use the agent trace report to help you evaluate how well agents use their time.

Considerations for starting or stopping an agent trace

Consider the following before working with agent tracing:

  • To start or stop agent traces, ensure that the Data Collection feature is enabled.

  • You can activate tracing for a limited number of agents across all ACDs from one CMS server. The number of supported active agent traces depends on the capacity for your configuration. For example, a small VMware configuration supports less active agent traces than a medium or large configuration. For more information about capacity specifications, see Avaya Call Management System Overview and Specification.

  • Stopping or deactivating a trace does not delete the trace records for that agent. Agent trace records are overwritten automatically when the trace file reaches the maximum number of allocated records.

  • The settings in the Data Storage Allocation window determine the maximum number of agent trace records that CMS can store. For more information about data storage allocation, see Data storage allocation.

Starting or stopping an agent trace using the Web Client

Procedure

  1. Navigate to Administration > Agent Administration > Activate Agent Trace.

    CMS Supervisor displays the Activate Agent Trace window, showing the Current ACD and any active agents that have trace enabled.

  2. In the Current ACD drop-down list, select the ACD for which you want to start or stop agent traces.
  3. Select Activate Agent Trace or Deactivate Agent Trace.

    CMS Supervisor displays a selection window where you can search on agent names or login IDs. Use this window to select agents to either activate or deactivate agent trace.

  4. After selecting one or more agents, select Activate or Deactivate to save your selections.

    CMS Supervisor displays any active agents that have trace enabled. While viewing the trace results, you can:

    • Enter a search string in the Enter a filter string to search box to limit the agents being displayed.

    • Click Remove to stop tracing any of the displayed agents.

Starting or stopping an agent trace using the PC Client

Procedure

  1. From the Controller window, select Commands > Agent Administration.

    Supervisor displays the Agent Administration window.

  2. In the Operations list, highlight Activate Agent Trace.
  3. In the ACD drop-down list, select the ACD on which the agent trace will be run or is currently running.
  4. Select OK.

    Supervisor displays the Activate Agent Trace window.

  5. In the Agent names or logids field, enter the names or login IDs of the agents who are to be traced or are being traced.

    This field can accept multiple values. Multiple values must be separated by a semicolon (;).

    Using the browse button to the right of this field will only display those agents that have synonyms assigned to them through the Dictionary.

  6. Perform one of the following actions for the Agent Trace options:

    • To start an agent trace, select On.

    • To stop an agent trace that is currently running, select Off.

  7. Select Actions > Modify from the menu bar to start or stop the agent trace.

    The status bar displays Working and then, if successful, displays Successful when the operation finishes.