Monitor agent status changes (SAPPhone)

[Former Member]

Dears,

I have sapphone installation and I wonder how can I monitor whether users had Agent Status change in CIC0.

And what changed their status (they own or CTI system).

I do not see such an information in trace for SPHB.

Is there any transaction for such a logs?

Best Regards

[Former Member · Accepted solution]

Hi There,

All agent activity, including agent status changes in CIC0 is captured. Look at the standard CRM reports, and the tables behind them.

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

Hi and thanks,

I do not have access to BW reports. Do you know any tables/reports/transactions for monitor communication with CTI?

I mean not a fact of status change but rather message from CTI to change it. I know it is usually executed via RFC function call, but maybe there is a place in CRM when it is logged (per user or workcenter)?

Best Regards

[Former Member · Accepted solution]

Hi Radoslaw,

These are CRM ABAP reports, not BW reports. The best bet is for you to look at the tables and reports/transactions under the package "CCMA". The t-code for some of the reports are: RCCMREP01 ... RCCMREP07.

Hope that helps.

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com