I have been unable to find in analytics reporting that you can determine whether an agent’s state was:
• Selected by the agent
• Triggered by a supervisor
• Triggered automatically by the system
Having reporting fields that identifies who or what initiated an agent state could provide several operations benefits:
• Troubleshooting: Quickly determine whether an unavailable state was selected by the agent, applied by a supervisor, or triggered automatically by the system. This reduces time spent investigating discrepancies.
• Audit & Compliance: Creates a clear audit trail showing the source of state changes, which can be valuable when reviewing attendance, adherence, or operational issues.
• Coaching & Training: Helps leaders identify whether agents are manually selecting the correct states or whether system-driven events are impacting productivity.