Reynolds723
Technical User
Hi,
We have a process in place where only certain people SHOULD be activating agent traces, if any team managers need a trace they should go to thos people and request that a trace is run.
What's actually happening is that people are running their own traces which is having an effect on the resources available and consequently the number of records for those that we definately need traced.
Bearing in mind that the team managers need write access to Agent Admin in order to change skills, is there any way to either A) Find out which CMS Supervisor ID initiated the trace on an agent or B) prevent access to the agent trace feature without affecting the ability to change agent skills?
Thanks in Advance
Craig
We have a process in place where only certain people SHOULD be activating agent traces, if any team managers need a trace they should go to thos people and request that a trace is run.
What's actually happening is that people are running their own traces which is having an effect on the resources available and consequently the number of records for those that we definately need traced.
Bearing in mind that the team managers need write access to Agent Admin in order to change skills, is there any way to either A) Find out which CMS Supervisor ID initiated the trace on an agent or B) prevent access to the agent trace feature without affecting the ability to change agent skills?
Thanks in Advance
Craig