Station and Agent Realtime Feature Trace

The Station and Agent Realtime Feature Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Group login, Do Not Disturb, etc.

Each line of the report will display feature activities of the agents selected. In addition to displaying the login/logout and Do Not Disturb activities of the agent, it will also provide duration totals.

*It's important to know that this report requires Realtime Agent Seat licenses, and will only provide information for the agents that have been assigned the license.

In addition to displaying the feature, if you have purchased and assigned Agent Desktop licenses, the Metrics column will display the [Reason Code*](https://guide.ximasoftware.com/docs/reason-codes) selected by the agent for performing the feature. Otherwise, if you don't currently own the Agent Desktop module, the only information that will be displayed in the Metrics column will be for group login. It will display which group the agent logged into.

Screenshot

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 type of feature that corresponds to the ID. The standard report will display Extension login, Group login, or Do Not Disturb (AUX).


Value 1

This column will only display data for the Group login features and will display the group associated with the login. Remember, if you have purchased the Agent Dashboards module, you have the option to assign Reason Codes. Reason Codes provide further information into why your agents are on Do Not Disturb (AUX), and to why they're logging out of their group(s) and extension.


Start Time

This column shows the start time of the feature. (e.g., Group/Extension login, Do Not Disturb (AUX), etc.) (Format: 21 Apr 2011 17:13:37)


End Time

This column shows the end time of the feature. (e.g., Group/Extension login, Do Not Disturb (AUX), etc.) (Format: 21 Apr 2011 17:13:37)


Duration

This column shows the total duration of time the agent spent in the given feature.