Digital Agent Set for Voice Report

Required permissions: Data Download

The Digital Agent Set for Voice data download report lets you see which Digital Experience digital agentsClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. were assigned at least one voice ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge during a given billing month. It lists all digital agents, indicating which ones also have a voice ACD skill. The report lists the date during the given billing period that each agent was assigned a voice ACD skill. When the date is the first day of the billing month, the agent may have originally been assigned a voice ACD skill during a previous month.

An example of the Digital Agent Set for Voice report.

This report is for use with Digital Experience. For more information about this product, ask your CXone Account Representative.

Select Report Option

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

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

AgentID

The unique ID of the agent.
AgentName

The first and last name of the agent.
BusinessUnitID

The ID of the the agent belongs to.
AgentConfigForVoice

Indicates whether the agent is currently assigned a voice ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
BillingMonth

The first day of the billing month.
DateUpdatedToVoice

The date the agent was given a voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If the date is the first day of the billing month, the agent was updated on that date, or was updated with a voice skill in a previous billing month. No date means the agent does not have a voice skill.