Agent Reason Code Trace

The Agent Reason Code Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Skill login/out, 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.

Report Column Descriptions

Feature
This column displays the Feature ID associated with a feature performed by an agent. Feature ID is a number associated with a feature within the Xima CCaaS database. It is possible to search for features within the Xima CCaaS database using the Feature ID.

Feature Type
This column display the type of feature that corresponds to the ID. The standard report will display Extension login or Do Not Disturb.

Reason Code
This column displays the reason code selected when the given feature was performed.

Reason codes are customized codes that your agents can apply to the features of Do Not Disturb/Not Ready, Skill Logout, and Extension Logout via the Contact Center Agent Client (CCAC).

Start Time
This column displays the start time of the feature. (e.g., Extension login, Do Not Disturb, etc.) Default format is date followed by time (e.g., Dec 8, 2020 10:42:44 AM)

End Time
This column displays the start time of the feature. (e.g., Extension login, Do Not Disturb, etc.) Default format is date followed by time (e.g., Dec 8, 2020 10:42:44 AM)

Duration
This column displays the total duration that the agent spent in the given feature.