Using List Trace comand

[DPhil]

Can a trace be done on an agent login using the List Trace command or do you have to trace the station they are logged into?

If it is the station does the trace reflect the agents COR?

 

[jglittle]

DPhil,
You are unable to "trace" an agent, only the station. However, if you are using systems such as eCAS(call accounting system)or CentreVu you can get most any information on an agent that you need.
As to the COR question, when an agent logs into a phone that phone's COR no longer matters. All of the information for that phone, who and where it can call, are all based on the COR of the Agent. Example, I created an agent id for myself and a COR so I could service observe ANYONE(I'm the administrator, why not); however I neglected to set my COR on my agent to the admin COR. It gave me a brief shock when I tried to service observe while logged in. I realized then that the phone's COR makes no difference what so ever.
Hope this is helpful.

LittleJohn
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[SF0751]

Do you have CMS/CentreVu Supervisor? This will allow you to trace by agent, regardless of the station that he/she is logged into.

Go to Agent Administration, and choose Activate Agent Trace.


Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[DPhil]

Thanks

You have confirmed my understanding, we have supervisor and use it.

dave

 

[welshman213]

Hi all,

I also have wanted to do this, however when I select agents and choose trace on, the list is empty.
When i change it to trace off the list appears.
Where to I change this so I am able to trace the agents.

Thanks in Advance

John

 

[SF0751]

Go to Agent Administration, and choose Activate Agent Trace.

Input either the agent name or logon ID (use the "Browse Agents" button to the right of the input field), and then click on the "Find One" button. Change the Agent Trace from Off to On.

Don't forget to put in a diary to yourself (via email, etc.,) to turn the trace off after a period of time. I usually will diary the traces for 1 month, and then check with the agent's supervisor to see if he/she wants the trace to continue.

Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[welshman213]

Susan,

Thanks for that,

I have done Agent Administration, then Activate Agent Trace.
Selected the required user.
I assume the next step is (modify)
How do you then view the trace?
Sorry to keep asking I am very new to this (the whole switch thing) and like a few people have been dumped on with 0 traingong.

Thanks in Advance

John

 

[SF0751]

Yes, the last step in turning an agent trace on is to modify the entry.

To view the trace data, go to Reports - Historical - Agent, and select the last report on the list: Agent Trace by Location. Even though the report is found under the Historical tab, it will contain real-time data as well as the past information.

If you (or your department supervisors) do not currently re-sort reports, this is a good one to learn on. The report's default format is by date/time/transaction, and it is packed full of information. We will usually use the report to document excessive personal calls, so the report is sorted two different ways - by Calling Party (incoming call) and by Dialed Digits (outbound call). You can also check and see if the agent is hanging up on callers by the RLS (Release) column.

Hope this is helpful. The information is also found in several Avaya manuals, the one I like best for general reference are the "Little Instruction Books for Call Centers".

Little Instruction Book for Call Centers - Basic:

http://support.avaya.com/elmodocs2/contact_center/r3v11/210506_1/210506_1.pdf

Little Instruction Book for Call Centers - Advanced:

http://support.avaya.com/elmodocs2/contact_center/r3v11/210505_1/210505_1.pdf

Good luck! Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain