Lucent Technologies CentreVu CMS Administration User Manual page 154

Task: administering call center agents
Starting an agent trace
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8 To start or stop an agent trace, click On or Off (the default) in the Agent
trace field.
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9
On the Actions menu, select Add, Cancel, Delete, or Modify to complete
your action.
E
N D O F S T E P S
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Reference
• The agent trace file rolls over (the oldest records are discarded as
the newest records are written) when the number of records
reaches your allocated number of up to a maximum of 500,000
records. You do not have to delete agent trace records. To keep old
agent traces, print them.
• You can activate traces for a maximum of 250 agents. This limit
applies to the number of agents administered traced by one server
across all ACDs. It does not take into account whether or not the
agents are logged in. To avoid compromising performance,
activate only the traces that you need.
IMPORTANT! Turning an agent trace off does not delete the
•
records for that agent. Agent trace records are overwritten
automatically when the trace file has filled up.
• You must start an agent trace before you can run an agent trace
report. This report lists each agent activity and the time it
occurred. See CentreVu
215-852 .
• You can script the Activate Agent Trace window and schedule the
script. See "Task: automating your activities with scripting" for
more information.
• You can put the Activate Agent Trace window on a timetable. See
"Task: using timetables and shortcuts" for more information.
CentreVu CMS Administration
®
Supervisor Release 8 Reports 585-
6-6