List of Skills Report

Related Products or Features: Business Intelligence (BI) Reports

The List of Skills report provides an in-depth view of the configuration of ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.

Mr. Collins discovers an error in one of the Classics, Inc. email ACD skills: it has a 3-minute SLA threshold instead of a 3-hour SLA. He fixed the error in that ACD skill, but he wants to verify that no other email ACD skills have the same error. Mr. Collins runs the List of Skills report and filters it by email. He quickly scans the SLA Seconds column and verifies that no other email ACD skills are set incorrectly.

The List of Skills report displays a table with all the ACD skills that meet the filter criteria.

Data in this Report

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

You can filter by campaign ID, ACD skill ID, ACD skill status, channel ID, whether it's an outbound ACD skill, whether the ACD skill uses ACW, and whether ACW is required for the ACD skill to refine the information displayed on this page.