Station and Agent Reason Code Trace

The Agent Reason Code 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. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column.

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

In addition to displaying the feature, if you have purchased and assigned Agent Desktop licenses, the Metrics column will display the Reason Code selected by the agent for performing the feature. Otherwise, if you don't currently own the Agent Desktop module, the only information that will display in the Metrics column will be for Group login. It will display which group the agent logged into.