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