What is IPCM Agent Audit and how to enable it?

Version 1

    Details

    This article explains Agent Audit and how to enable this feature in different locations in Management Portal.


    Resolution

    Agent Audit feature allows you to record agent state changes in the IPCM database. For example, when a call routes to an agent the agent state will typically change from 'Ready' to 'Reserved' and finally to 'Busy', when the agent answers the call. These state changes are recorded in the AGENT_AUDIT table in the IPCM database. Agent states are  LOGGED_OUT, NOT_READY, READY, RESERVED, BUSY, WRAP_UP, and FINAL. 


    Agent Audit can be enabled in IPCM in these locations in Management Portal -

    1. System wide - Management Portal > System Configuration > Contact Center Server > Advanced Configuration > Audit Agents

    2. Group level - Management Portal > Agents/Skills/Services > Agents > select Agent Group (Properties) > Audit Group Agents

    3. Agent level - Management Portal > Agents/Skills/Services > Agents > select Agent (Properties) > Audited