Contact Center Agent Reason Code Trace

The Contact Center Agent Reason Code Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Group login, Do Not Disturb, etc.

This report will focus on Contact Center features. These consist of features that are typically applied using the Contact Center Agent Client (CCAC). This will include features such as Skill Enabled/Disabled, CC Do Not Disturb (Not Ready), After Call Work (ACW), and Missed Call Work (MCW).

Each line of the report will display the feature activities that the contact center agent(s) selected. In addition to displaying the skill login/logout and Do Not Disturb activities of the agent, it will also provide duration totals.

In addition to displaying the feature, if Reason Codes have been configured, then the "reason code" column will display the Reason Code selected by the agent for performing the feature.

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Column Descriptions


Feature

This column shows the Feature ID associated with the agent's feature within the Chronicall database


Feature Type

This column shows the feature type associated with the feature ID. For example, if a contact center agent enables the DND (Not Ready) within their Contact Center Agent Client, this report would display an instance of Do Not Disturb.


Reason Code

This column displays the reason code that was associated with the specific feature. For this column to display a reason code, reason codes must first be assigned to the agent(s).

Reason Codes provide further information into why your agents are on Do Not Disturb, and to why they're logging out of their skill(s) and extension. You can learn how to create a customized list of reasons by clicking here.


Skill Group

This column displays the skill associated with the specific feature. For example, this would display the skill if the feature was Skill Login/out. If the feature was not associated with a specific skill, this column will appear empty.


Start Time

This column shows the start time of the feature event (e.g., Skill/Extension logout, DND, etc.)


End Time

This column shows the end time of the feature event (e.g., Group/Extension logout, DND, etc.)


Duration

This column shows the total duration of the feature event (e.g., Group/Extension logout, DND, etc.)