Station and Agent Reason Code Trace
The Station and Agent Reason Code Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Group login, Do Not Disturb (AUX), 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 (AUX) 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.
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).
Reason Code
This column shows the reason code that is assigned to the feature.
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/or extension. You can learn how to create a customized list of reasons by clicking here.
It's important to note that the Reason Code lists will only be presented to users that have the Agent Dashboard license assigned to them.
Additionally, the users will only have access to the Reason Codes if they are signed into the Chronicall Desktop. If the Chronicall Desktop application has not been installed, you can learn how to do so by clicking here.
Group
This column displays the group that was associated with the feature. Typically this will display the group when the agent logs into/out of a specific group.
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.
Updated over 3 years ago