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Agent Reason Code Trace

Every feature instance with a reason code applied for each selected agent, one sub-report per agent.

The Agent Reason Code Trace report lists every feature instance that had a reason code applied for each selected agent over the selected time frame — a Do Not Disturb period, a skill logout, or an extension logout — broken into a separate sub-report per agent. It is a Feature row type Record-Level report, grouped by agent and scoped to feature instances with a Reason Code value.

Report Columns

ColumnDefinition
FeatureThe Feature ID associated with the feature instance, searchable in the CCaaS database.
Feature TypeThe type of feature instance — Do Not Disturb, Skill Logout, or Extension Logout.
Reason CodeThe reason code applied to the feature instance.
Start TimeThe date and time the feature instance started.
End TimeThe date and time the feature instance ended.
DurationThe total length of time the agent spent in the feature instance.

Updated 8 days ago