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.

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.