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 Omnichannel Routing (ACD) skills 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.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

The List of Skills report displays a table with all the Omnichannel Routing (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.

Learn about the columns in the List of Skills report

Column	Description
Campaign ID	The ID of the campaign assigned to the Omnichannel Routing (ACD) skill.
Campaign Name	The name of the campaign assigned to the Omnichannel Routing (ACD) skill.
Skill ID	The unique ID assigned to the Omnichannel Routing (ACD) skill.
Skill Name	The name of the Omnichannel Routing (ACD) skill.
Skill Description	The description written to the Omnichannel Routing (ACD) skill settings.
Skill Status	The current status of the Omnichannel Routing (ACD) skill.
Skill Notes	The notes written in the Omnichannel Routing (ACD) skill settings.
Channel ID	The ID of the channel assigned to the Omnichannel Routing (ACD) skill: 1: Email 3: Chat 4: Voice 5: Voicemail 6: Work Item Customizable method of delivering contacts to an agent via Studio scripts. 7: SMS 9: Digital
Channel Name	The name of the channel assigned to the Omnichannel Routing (ACD) skill.
Outbound Skill	Whether the Omnichannel Routing (ACD) skill is outbound.
Interruptible	For email Omnichannel Routing (ACD) skills, whether the Omnichannel Routing (ACD) skill can be interrupted.
Time Before Interrupt	For email Omnichannel Routing (ACD) skills that are interruptible, the minimum duration of an interaction before it can be interrupted.
Pop Custom Data	Whether the Omnichannel Routing (ACD) skill has custom screen pops enabled.
Initial Priority	The base level priority for all fresh records in the Omnichannel Routing (ACD) skill.
Acceleration	How quickly the priority of the Omnichannel Routing (ACD) skill increases.
Acceleration Function	Whether the skill is moving up in the queue. Linear: The skill is moving up in the queue. 0: The skill is not moving up in the queue.
Max Priority	The maximum priority a contact in the Omnichannel Routing (ACD) skill can have.
SLA Seconds	The number of seconds agents have to respond to meet SLA Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities. requirements.
SLA Percent	The percentage of interactions in the Omnichannel Routing (ACD) skill required to meet the SLA threshold.
Use Dispositions	Whether the Omnichannel Routing (ACD) skill uses dispositions.
Dispositions Required	If the Omnichannel Routing (ACD) skill uses dispositions, whether they are required.
Dispositions Timer	If the Omnichannel Routing (ACD) skill uses dispositions but they aren't required, how long agents have to set a disposition.
Email From Address	For email Omnichannel Routing (ACD) skills, the email address contacts see when they receive an email from the Omnichannel Routing (ACD) skill.
Email From Editable	For email Omnichannel Routing (ACD) skills, whether the Email From Address is editable.
Voice Caller ID	For voice Omnichannel Routing (ACD) skills, the phone number contacts see when they receive a call from the Omnichannel Routing (ACD) skill.
Use Skill Caller ID	For voice Omnichannel Routing (ACD) skills, whether the phone number contacts see when they receive a call from the Omnichannel Routing (ACD) skill is custom for this Omnichannel Routing (ACD) skill.
Use ACW	Whether the Omnichannel Routing (ACD) skill has ACW State that allows an agent to complete work requirements after finishing an interaction. configured.
ACW Required	If the Omnichannel Routing (ACD) skill has ACW configured, whether ACW is required.
ACW Timer	If the Omnichannel Routing (ACD) skill has ACW configured but not required, how long agents have to complete the ACW.
ACW State	The unavailable code applied to the agent while they're completing ACW.
Short Abandon Threshold	The maximum number of interaction time in seconds that must have occurred for a hangup to be considered a short abandon for this Omnichannel Routing (ACD) skill.
Use Short Abandon Threshold	Whether the Omnichannel Routing (ACD) skill tracks short abandons.
Include Short Abandons	Whether the Omnichannel Routing (ACD) skill counts short abandons against the SLA requirements.
Include Other Abandons	Whether abandoned calls that don't meet the short abandon threshold count against the SLA requirements for the Omnichannel Routing (ACD) skill.
Custom Script ID	If the Omnichannel Routing (ACD) skill uses a custom script, the ID assigned to the script it uses.
Chat Thank Message	For chat Omnichannel Routing (ACD) skills with thank you pages enabled, the thank you message that pops up after the chat.
Display Chat Thank Page	For chat Omnichannel Routing (ACD) skills, whether thank you pages are enabled.
Can Download Chat Transcript	For chat Omnichannel Routing (ACD) skills, whether contacts can download a transcript of the chat.
Chat From Address	For chat Omnichannel Routing (ACD) skills with chat transcripts enabled, the email address contacts see when they receive the chat transcript.
Is Dialer	For outbound voice Omnichannel Routing (ACD) skills, whether it's a Personal Connection dialer Omnichannel Routing (ACD) skill.
Enabled Blending	For voice Omnichannel Routing (ACD) skills, whether blending of inbound and outbound calls is enabled.
Chat Thank Pop URL	For chat Omnichannel Routing (ACD) skills with thank you pop-ups enabled, the URL configured for the pop-up.
Use Chat Thank Pop URL	For chat Omnichannel Routing (ACD) skills, whether thank you pop-ups are enabled.
Email BCC Address	For email Omnichannel Routing (ACD) skills, any email addresses configured for BCC.
WFO Count Reskills	Whether the Omnichannel Routing (ACD) skill is enabled for WFM forecasting.
WFI Minimum Agents Level	The minimum number of agents that must always be assigned to the Omnichannel Routing (ACD) skill.
DNC Group ID	The ID of the DNC group assigned to the Omnichannel Routing (ACD) skill.
Created By ID	The ID of the user who created the Omnichannel Routing (ACD) skill.
Created By First Name	The first name of the user who created the Omnichannel Routing (ACD) skill.
Created By Last Name	The last name of the user who created the Omnichannel Routing (ACD) skill.
Created Datetime	The date and time the Omnichannel Routing (ACD) skill was created.
Modified By ID	The ID of the user who last modified the Omnichannel Routing (ACD) skill.
Modified By First Name	The first name of the user who last modified the Omnichannel Routing (ACD) skill.
Modified By Last Name	The last name of the user who last modified the Omnichannel Routing (ACD) skill.
Modified Datetime	The date and time the Omnichannel Routing (ACD) skill was last modified.

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