Dispositions per Skill Report

Required permissions: Data Download

The Dispositions per SkillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge data download report displays information about the dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to each skill, including the disposition and skill names and IDs, the display order of the dispositions, and whether agents can or are required to write notes as part of the disposition.

An example of the Dispositions per Skill data download report output (350049).

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Disposition_Code

The unique ID associated with the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the skill for agent use. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

Disp_Name

The name of the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the skill for agent use.

Display_Order

The order in which the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. appears in the list of available dispositions for the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge when an agent does after contact work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction).

Use_Comments

Indicates whether or not an agent can write notes when setting the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..

Comments_Required

Indicates whether or not an agent is required to write notes when setting the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..