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, agent, team, or ACD skill 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.

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, and any associated error messages. If the action already occurred and required approval, it shows the reviewer, review time, and review comments.

Learn about the fields in the Rule Action History report

Field	Description
Actions Date and Time Range	The start and end date and time of the range from which the report pulls data.
Rule Type	The type of rules to display in the report: All: Displays rules of both types. Automatic: Displays rules with actions that run automatically. Non Automatic: Displays rules with actions that require administrator approval.
Status	The status of the rules to display in the report: All: Displays rules with any status. Automatic: Displays actions that ran automatically when the rule conditions were met. Pending: Displays non-automatic actions that have yet to be approved or rejected. Accepted: Displays non-automatic actions that an administrator accepted. Denied: Displays non-automatic actions that an administrator denied.
Agent	The agent who met the rule conditions to trigger the action.
Team	The team of the agent who met the rule conditions to trigger the action.
Skill	The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the agent who met the rule conditions to trigger the action.

Learn about the columns in the Rule Action History report

Column	Description
Check Date	The date the agent met the rule condition and triggered the action.
Rule Name	The name of the rule that defined the condition and action.
Rule Description	The notes provided by the rule creator.
Agent	The agent who met the rule condition and triggered the action.
Skill	The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the agent who met the rule condition and triggered the action.
Rule Check Status	The status of the action, which is one of the following: Automatic: The action ran automatically when the rule conditions were met. Pending: The action is non-automatic and must be approved or rejected. Accepted: The action is non-automatic and an administrator accepted it. Denied: The action is non-automatic and an administrator rejected it.
Review Comment	Any comments the action reviewer wrote when they accepted or rejected the rule actions.
Error Message	Any error messages associated with the actions.
Reviewed By	The name of the person who accepted or rejected the rule actions.
Review Date	The date the rule actions were accepted or rejected.