Routing Criteria Report
Required permissions: Data Download
The Routing Criteria data download report shows how your routing criteria changed throughout the time a contact spent in queue. This can help you to see how the routing requirements in your Studio scripts change as contacts spend more time in the queue. You can use that information to decide if adjustments to your strategy are required.
Routing criteria includes the target ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, both ends of the bullseye range, and a routing attribute.
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
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Field | Details |
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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:
|
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:
|
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. |
Data in This Report
Contact_Id |
The unique, system-generated ID of the contact. |
Master_Contact_Id |
The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID |
Skill_No |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Bullseye_Range_High |
The highest possible proficiency |
Bullseye_Range_Low |
The lowest possible proficiency level an agent can have in the ACD skill to receive the contact. |
Routing_Attribute_Name |
The name of the routing attribute an agent must have to receive the contact. |
UpdateTime |
The time when the change in the routing criteria occurred. |