Agent State Trace
Agent State Trace gives both Agents and Supervisors visibility on how what State the Agent is in and for how long. View information in three different ways: Chronological Order, State, or Grouped by State and Reason Code. Chronological grouping is great for Supervisors to see how Agents are using their time. The State and Reason Code is handy for the Agent so they can see how much time they have spent in various states, making it easier to achieve desired targets and metrics for Ready & Not Ready. If you are using UCCE or PCCE, we can help to get you around the 100 Agent limit and there is no need to enable agent state trace on agent profiles anymore! State Trace information is available for a default of 45 days but can be extended, if needed.