Agent State Trace API

Enabling agent trace allows you to track and report on every state an agent passes through. Use this feature for short-term tracking of specific agents.

Note

The maximum number of agents with AgentStateTrace on is 100.

URL

https://<server>/unifiedconfig/config/agentstatetrace

Operations

  • list: Returns a list of agents whose agent state trace is turned on.

  • update: Updates the agent state trace in the database.

Parameters

  • refURL: The refURL for agent state trace. See Shared Parameters.

  • agents: A collection of agent references. Each reference contains person (including firstName, lastName, userName, and loginEnabled parameters), agent refURL, agentId, supervisor, and agentStateTrace. Agents who are not specified in this collection have agentStateTrace turned off. To turn off all the agent state trace, pass in an empty list. See References.

Example Get Response

Code Snippet
Copy<agentstatetrace>
   <refURL>/unifiedconfig/config/agentstatetrace</refURL>
      <agents>
           <agent xsi:type="agentSummary">
                 <refURL>/unifiedconfig/config/agent/10884</refURL>
                 <agentId>4294305</agentId>
                 <agentStateTrace>true</agentStateTrace>
                 <description>Here is a descr</description>
                 <person>
                   <firstName>John</firstName>
                   <lastName>Doe</lastName>
                   <loginEnabled>true</loginEnabled>
                   <userName>jdoe</userName>
                 </person>
               <supervisor>false</supervisor>
           </agent>
      </agents>
 </agentstatetrace>