Avaya Analytics™ supports agent trace reporting, which historically tracks the call activities, state changes, and the time when these events occurred for traced agents. This information is useful to supervisors when evaluating how well agents use their time.

Agent Trace report is an optional feature. You can install Agent Trace Measure Processor using Avaya_Oceana_Application_Deployment_<ReleaseNumber>.xlsm spreadsheet to enable agent trace reporting.

In certain instances, data for agents who are traced when they log onto Workspaces and handle calls is unavailable in the database. This data loss can be because the orca-trace measure-proc service is not installed during deployment.

After you have installed the Avaya Analytics™, you can install orca-trace-measure-proc service using the Avaya Analytics™ upscaling process as additional cluster resources are required.