List of Skills

The List of Skills report provides a thorough and detailed overview of skill configurations within the system. It is an essential tool for contact center managers and administrators to understand and manage the skill sets assigned to agents

Mr. Collins, a manager at Classics, Inc., identifies an error in one of the email ACD skills. The SLA threshold is mistakenly set to 3 minutes instead of 3 hours. After correcting the error, Mr. Collins wants to ensure that no other email ACD skills have similar mistakes.

To verify this, Mr. Collins runs the List of Skills report and applies a filter to display only email-related ACD skills. He then carefully reviews the SLA Seconds column to confirm that all other email ACD skills have the correct SLA thresholds.

You must have these permissions:

  • Dashboard > Dashboard Templates > List of Skills :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

To create a dashboard:

  1. Click the app selector and select Dashboard .

  2. On the Dashboard page click Options and select New Dashboard.

  3. Click From Template.

  4. From the listed templates, select the template you want to use to create your Dashboard.

  5. Add a Dashboard Name. You can add a Description for the dashboard if you want.

  6. Click Create.

Data Overview

The List of Skills report has multiple columns that present data attributes and metrics.

Current List of Skills

The Current list of skills dataset provides details on the current list of skills configurations.

You can customize the columns:

  • Click Icon to auto-size columns to auto size a specific column or all the columns.

  • Click Icon to select filter options to select filter options.

  • Click Icon to select columns to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.

You can sort the columns on the widget. Hold down Shift while sorting to do a secondary sort of the columns.

Click Options and then Settings on the dataset to filter the data you want to see.

Click Export to export the dashboard data in either CSV or Excel formats.

Column

description

Campaign ID

The ID of the campaign assigned to the ACD skill.

Campaign Name

The name of the campaign assigned to the ACD skill.

Skill ID

The unique ID assigned to the ACD skill.

Skill Name

The name of the ACD skill.

Skill Status

The current status of the ACD skill.

Skill Notes

The notes written in the ACD skill settings.

Channel ID

The ID of the channel assigned to the ACD skill:

  • 1: Email

  • 3: Chat

  • 4: Voice

  • 5: Voicemail

  • 6: Work Item

  • 7: SMS

  • 9: Digital

Channel Name

The name of the channel assigned to the ACD skill.

Outbound Skill

Whether the ACD skill is outbound.

Interruptible

For email ACD skills, whether the ACD skill can be interrupted.

Time Before Interrupt

For email ACD skills that are interruptible, the minimum duration of an interaction before it can be interrupted.

Pop Custom Data

Whether the ACD skill has custom screen pops enabled.

Initial Priority

The base level priority for all fresh records in the ACD skill.

Acceleration

How quickly the priority of the ACD skill increases.

Acceleration Function

Whether the skill is moving up in the queue.

Linear: The skill is moving up in the queue.0: The skill is not moving up in the queue.

Max Priority

The maximum priority a contact in the ACD skill can have.

SLA Seconds

The number of seconds agents have to respond to meet SLA requirements.

SLA Percent

The percentage of interactions in the ACD skill required to meet the SLA threshold.

Use Dispositions

Whether the ACD skill uses dispositions.

Dispositions Required

If the ACD skill uses dispositions, whether they are required.

Dispositions Timer

If the ACD skill uses dispositions but they aren't required, how long agents have to set a disposition.

Email From Address

For email ACD skills, the email address contacts see when they receive an email from the ACD skill.

Email From Editable

For email ACD skills, whether the Email From Address is editable.

Voice Caller ID

For voice ACD skills, the phone number contacts see when they receive a call from the ACD skill.

Use Skill Caller ID

For voice ACD skills, whether the phone number contacts see when they receive a call from the ACD skill is custom for this ACD skill.

Use ACW

Whether the ACD skill has ACW configured.

ACW Required

If the ACD skill has ACW configured, whether ACW is required.

ACW Timer

If the ACD skill has ACW configured but not required, how long agents have to complete the ACW.

ACW State

The unavailable code applied to the agent while they're completing ACW.

Short Abandon Threshold

The maximum number of interaction time in seconds that must have occurred for a hangup to be considered a short abandon for this ACD skill.

Use Short Abandon Threshold

Whether the ACD skill tracks short abandons.

Include Short Abandons

Whether the ACD skill counts short abandons against the SLA requirements.

Include Other Abandons

Whether abandoned calls that don't meet the short abandon threshold count against the SLA requirements for the ACD skill.

Custom Script ID

If the ACD skill uses a custom script, the ID assigned to the script it uses.

Chat Thank Message

For chat ACD skills with thank you pages enabled, the thank you message that pops up after the chat.

Display Chat Thank Page

For chat ACD skills, whether thank you pages are enabled.

Can Download Chat Transcript

For chat ACD skills, whether contacts can download a transcript of the chat.

Chat From Address

For chat ACD skills with chat transcripts enabled, the email address contacts see when they receive the chat transcript.

Is Dialer

For outbound voice ACD skills, whether it's a Personal Connection dialer ACD skill.

Enabled Blending

For voice ACD skills, whether blending of inbound and outbound calls is enabled.

Chat Thank Pop URL

For chat ACD skills with thank you pop-ups enabled, the URL configured for the pop-up.

Use Chat Thank Pop URL

For chat ACD skills, whether thank you pop-ups are enabled.

Email BCC Address

For email ACD skills, any email addresses configured for BCC.

WFO Count Reskills

Whether the ACD skill is enabled for WFM forecasting.

WFI Minimum Agents Level

The minimum number of agents that must always be assigned to the ACD skill.

DNC Group ID

The ID of the DNC group assigned to the ACD skill.

Created By ID

The ID of the user who created the ACD skill.

Created By First Name

The first name of the user who created the ACD skill.

Created By Last Name

The last name of the user who created the ACD skill.

Created Datetime

The date and time the ACD skill was created.

Modified By ID

The ID of the user who last modified the ACD skill.

Modified By First Name

The first name of the user who last modified the ACD skill.

Modified By Last Name

The last name of the user who last modified the ACD skill.

Modified Datetime

The date and time the ACD skill was last modified.

Historical List of Skills

The Historical List of Agents dataset provides details on the historical list of skills configurations.

Click Options and then Settings on the dataset to filter the data you want to see.

Click Export to export the dashboard data in either CSV or Excel formats.

Column

description

Campaign ID

The ID of the campaign assigned to the ACD skill.

Campaign Name

The name of the campaign assigned to the ACD skill.

Skill ID

The unique ID assigned to the ACD skill.

Skill Name

The name of the ACD skill.

Skill Status

The current status of the ACD skill.

Skill Notes

The notes written in the ACD skill settings.

Channel ID

The ID of the channel assigned to the ACD skill:

  • 1: Email

  • 3: Chat

  • 4: Voice

  • 5: Voicemail

  • 6: Work Item

  • 7: SMS

  • 9: Digital

Channel Name

The name of the channel assigned to the ACD skill.

Outbound Skill

Whether the ACD skill is outbound.

Interruptible

For email ACD skills, whether the ACD skill can be interrupted.

Time Before Interrupt

For email ACD skills that are interruptible, the minimum duration of an interaction before it can be interrupted.

Pop Custom Data

Whether the ACD skill has custom screen pops enabled.

Initial Priority

The base level priority for all fresh records in the ACD skill.

Acceleration

How quickly the priority of the ACD skill increases.

Acceleration Function

Whether the skill is moving up in the queue.

Linear: The skill is moving up in the queue. 0: The skill is not moving up in the queue.

Max Priority

The maximum priority a contact in the ACD skill can have.

SLA Seconds

The number of seconds agents have to respond to meet SLA requirements.

SLA Percent

The percentage of interactions in the ACD skill required to meet the SLA threshold.

Use Dispositions

Whether the ACD skill uses dispositions.

Dispositions Required

If the ACD skill uses dispositions, whether they are required.

Dispositions Timer

If the ACD skill uses dispositions but they aren't required, how long agents have to set a disposition.

Email From Address

For email ACD skills, the email address contacts see when they receive an email from the ACD skill.

Email From Editable

For email ACD skills, whether the Email From Address is editable.

Voice Caller ID

For voice ACD skills, the phone number contacts see when they receive a call from the ACD skill.

Use Skill Caller ID

For voice ACD skills, whether the phone number contacts see when they receive a call from the ACD skill is custom for this ACD skill.

Use ACW

Whether the ACD skill has ACW configured.

ACW Required

If the ACD skill has ACW configured, whether ACW is required.

ACW Timer

If the ACD skill has ACW configured but not required, how long agents have to complete the ACW.

ACW State

The unavailable code applied to the agent while they're completing ACW.

Short Abandon Threshold

The maximum number of interaction time in seconds that must have occurred for a hangup to be considered a short abandon for this ACD skill.

Use Short Abandon Threshold

Whether the ACD skill tracks short abandons.

Include Short Abandons

Whether the ACD skill counts short abandons against the SLA requirements.

Include Other Abandons

Whether abandoned calls that don't meet the short abandon threshold count against the SLA requirements for the ACD skill.

Custom Script ID

If the ACD skill uses a custom script, the ID assigned to the script it uses.

Chat Thank Message

For chat ACD skills with thank you pages enabled, the thank you message that pops up after the chat.

Display Chat Thank Page

For chat ACD skills, whether thank you pages are enabled.

Can Download Chat Transcript

For chat ACD skills, whether contacts can download a transcript of the chat.

Chat From Address

For chat ACD skills with chat transcripts enabled, the email address contacts see when they receive the chat transcript.

Is Dialer

For outbound voice ACD skills, whether it's a Personal Connection dialer ACD skill.

Enabled Blending

For voice ACD skills, whether blending of inbound and outbound calls is enabled.

Chat Thank Pop URL

For chat ACD skills with thank you pop-ups enabled, the URL configured for the pop-up.

Use Chat Thank Pop URL

For chat ACD skills, whether thank you pop-ups are enabled.

Email BCC Address

For email ACD skills, any email addresses configured for BCC.

WFO Count Reskills

Whether the ACD skill is enabled for WFM forecasting.

WFI Minimum Agents Level

The minimum number of agents that must always be assigned to the ACD skill.

DNC Group ID

The ID of the DNC group assigned to the ACD skill.

Modified By ID

The ID of the user who last modified the ACD skill.

Modified By First Name

The first name of the user who last modified the ACD skill.

Modified By Last Name

The last name of the user who last modified the ACD skill.

Modified Datetime

The date and time the ACD skill was last modified.