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  • 1.  Agent Status Trace Reporting

    Posted 04-28-2020 16:23
    Hi Everyone, 

    Wondering if anyone can give me insight on being able to pull "agent trace" type reporting within the system.  Is there a canned report within ICBM that will allow this view? 

    I've attempted to create some custom reports to give me visibility on agent statuses/keys on a daily level,  hoping I havent missed something?

    Thanks, 

    DD
    #Reporting/Analytics

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    Dalvir Dhamrait
    Workplace Safety & Insurance Board
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  • 2.  RE: Agent Status Trace Reporting

    Posted 04-28-2020 16:25
    If you're looking for data about status changes on a per users basis, it's hard to go wrong with the "User Availability" report in ICBM.

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    AARON LAEL
    State of Utah
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    Original Message


  • 3.  RE: Agent Status Trace Reporting

    Posted 04-29-2020 12:53
    Dalvir,

    What are you specifically trying to trace? Can you provide an idea of the type of data you are looking for?

    Thanks,

    ------------------------------
    Mark Tatera
    ConvergeOne, Inc.

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
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    Original Message


  • 4.  RE: Agent Status Trace Reporting

    Posted 04-29-2020 15:15

    Hi Mark,  

    The purpose is to get some insight on what staff are doing on a daily basis and if we can get some intel on whether we can get a report on if staff are status jumping and/or hiding from scheduled tasks.  

    I know that we can probably utilize the schedule adherence report,  but wanted to know if there was one that specifically identified actual statues on a daily level. 



    ------------------------------
    Dalvir Dhamrait
    Workplace Safety & Insurance Board
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    Original Message


  • 5.  RE: Agent Status Trace Reporting

    Posted 04-30-2020 11:45
    Dalvir, 

    Sounds like you are wanting the User Availability report. It has every status and duration of the day.



    It provides a Count and Summary of each status

    And it provides a detail of each status change



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    Brad Goff
    Palo Alto Networks, Inc.
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    Original Message


  • 6.  RE: Agent Status Trace Reporting

    Posted 04-30-2020 12:06

    Thanks so much Brad,  this is great! I appreciate the screenshots as well to show what the report looks like. 

    Thanks to all others above who also provided feedback,  really appreciate the assistance!



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    Dalvir Dhamrait
    Workplace Safety & Insurance Board
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    Original Message


  • 7.  RE: Agent Status Trace Reporting

    Posted 04-30-2020 14:21
    You are welcome. If you want to build something custom if you have access to the database this table [dbo].[AgentActivityLog] has every status change with time and duration as well.

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    Brad Goff
    Palo Alto Networks, Inc.
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    Original Message


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