List of Skills Expanded Report

Required permissions: Data Download

The List of Skills Expanded data download report displays information about all skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you can view, including whether the skill is active or inactive, the campaignClosed A grouping of skills used to run reports. and media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. associated with the skill, the skill's SLA, and the last modification date and time. It is similar to the List of Skills Report but contains an expanded list of skill attributes.

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.

Campaign_No

The unique, system-generated ID of the campaign the skill belongs to.

Campaign_Name

The name of the campaignClosed A grouping of skills used to run reports. the skill belongs to.

Media_Type

The type of media used. The options include the following:

SLA_Seconds

The maximum number of seconds a contact should wait in the queue before being delivered to an agent with this skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

SLA_Percent

The target percentage of contacts who should be delivered to an agent within the SLA_Seconds limit.

Mod_DateTime

The date and time the skill was last modified. It follows the format MM/DD/YYY HH:MM, 24-hour time.

Status

Whether the skill is currently active (CURR) or inactive (DISC).

Outbound_Skill

An integer indicated whether the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge is inbound or outbound. A value of 0 indicates an inbound skill and a value of 1 indicates an outbound skill.