Rule Action History Report

The Rule Action History Report displays a history of all rule actions, whether automatic, non automatic, approved, or rejected. You can filter the table by specifying a date range, an agent, team, or ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge who met the condition that triggered the action, the rule type, and the rule status.

Filter the Rule Action History Report

  1. Click the app selector and select Reporting.
  2. Go to Workforce IntelligenceRule Action History.
  3. Modify the Actions Date and Time Range, Rule Type, Status, Agent, Team, and Skill filters to customize the report results as desired.
  4. Click Apply Options to regenerate the report with the filters you set or Reset to discard the filters you set.
  5. To export the report, click the Export icon and select Excel, PDF file (.pdf), or Word document (.doc).
  6. To refresh the report, click the Refresh icon.

Data in this Report

This report displays when the rule conditions were met, the agent who met the condition, that agent's skill, the status of the action, any associated error messages, and, if the action already occurred and required approval, the reviewer, review time, and review comments.