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.

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

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..