Proactive Skill Reports

Skill Control Table

Required permissions: Outbound Strategy Manager View

Screen capture of the Skill Control page in CXone with a few proactive phone skills

Field

Details
Type

The type of proactive outbound skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, indicated by one of the following icons:

State

The current status of the skill indicated by one of the following icons:

  • — Started. The skill is currently active.
  • — Stopped. The skill is currently inactive.
Agents

Displays the number of agents assigned to the skill and their current activities. The agent counts include:

  • Total — The total number of agents assigned to the skill who are logged in to CXone.
  • Talk — The number speaking with a contact.
  • ACW — The number doing ACWClosed State that allows an agent to complete work requirements after finishing an interaction.
  • Wait — The number waiting to be connected to a contact.
  • Other — The number logged in to the skill but not currently speaking with a contact, waiting for a contact, or doing ACW.
  • Ptnl — The number eligible to be using the skill but who are not currently logged in to it.

See Logged In Agents and Potential Agents for details about the drill-down in this section.
Ratio The configured maximum number of simultaneous calls dialed per agent.
Abandon % The actual abandon rate and the target abandon rate of this skill. For example, if the actual abandon rate is 0% and the target abandon rate is 3%, the value is 0.0 % / 3.0 %. You can configure this to show the abandon rate since midnight or for a rolling 30-day period.
I Indicates whether the skill abandon rate is individually managed, or part of the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment managed pool of skills for abandon rate control. If the cell contains X, the skill is individually managed.
T Indicates whether the pacing engine has throttled back dialing on the skill. If the cell is empty, the pacing engine is not throttling the skill. If the cell contains X, then the pacing engine is throttling the skill. You can learn the reason for throttling if you hover your cursor over the X in the cell. For instructions, see Diagnose Call Throttling.
Calls

Displays the number of calls handled by this skill in the current session and their status. The call counts include:

  • Queued — The number of records Personal Connection (PC) has ready to be dialed.
  • Active — The number of calls in progress, including those PC is currently dialing.
  • Made — The number of calls attempted. For phone skills where both calls and SMS messages can occur, they are listed separately.
  • Handled — The number that successfully reached an agent for handling, including calls that agents manually dispositionedClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as answering machines.
  • Reach % — The percentage of all attempted calls that routed to an agent for handling.

See Active Calls and Queued Contacts for details about the drill-down in this section.

When a proactive skill stops, the Queued and Action values under the Calls category reset to 0.
List Inventory

Displays the number of records available to this proactive skill for dialing or SMS messaging and status. The list inventory counts include: 

  • Fresh — The number of fresh records that are ready/available. The ready number is the number of records you can dial right now based on restrictions such as time zone and filtering. The available number is the number of records still available for another attempt without consideration for restrictions.
  • Retries — The number of retry records that are ready/available. The ready number is the number of retries you can dial right now based on restrictions such as time zone and filtering. The available number is the number of retries still available for another attempt without consideration for restrictions. Do not call (DNC) filtering occurs prior to counting fresh, ready records.
  • Updated — The number of seconds since the Fresh and Retries numbers were last updated.

See Available Contacts for details about the drill-down in this section.

If the skill stops, the values under the List Inventory category continue to update, but only every 3 minutes, 30 seconds instead of every 30 seconds.

Logged In Agents and Potential Agents

Required permissions: Outbound Strategy Manager View

Screen capture of the Logged In agents drill-down report accessible from CXone Skill Control

Screen capture of the Potential Agents drill-down report accessible from CXone Skill Control

Field

Details
State The current state of the agent: talking to a contact, waiting for a call, doing ACWClosed State that allows an agent to complete work requirements after finishing an interaction, or something else.

Duration

The period of time the agent has been in the current state.
Log Time The period of time the agent has been logged in to the current session. Enabling priority-based blending causes the log time to reflect only the time since the agent last handled an inbound call.
Linked The number of calls the agent has been linked to so far during this login session.
Handled The number of calls the agent has handled so far during this login session.
Session ID The internal tracking number of the agent's current login session.
Leg ID The internal tracking number of the agent legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details..
Contact ID If applicable, the internal ID of the contact. It only applies if the agent is in a talking or ACW (after call work)Closed State that allows an agent to complete work requirements after finishing an interaction  stateClosed The availability status of an agent.

Active Calls

Required permissions: Outbound Strategy Manager View

When you click a call count field in the Outbound Skill Control table, a new window displays detailed information about the calls. The example in this topic displays the table you see when you click the value of the Active column. Clicking the Made or Handled values provide the same view, filtered for that particular state.

When you click Active, the system displays a detailed list of the first 100 calls that comprise that count.

The detailed views do not update automatically. To refresh the view, press [F5] on your keyboard.

Screen capture of the Active Calls drill-down report accessible from CXone Skill Control

Field

Details
External Skill The skill that you assigned to the record, if any.

External ID

The unique ID that you assigned to the record.
Desc The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.
Type The type of record: Normal, Confirmation, PriorityClosed Skill-based designation of the importance of contacts that determines delivery order., or CallbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..
State The current state of the call: Ringing, Preview, Talking, AMD (Answering Machine Detection), or ACW (after call work)Closed State that allows an agent to complete work requirements after finishing an interaction. The call being monitored has an asterisk before the status.
Time in State The total time in seconds the call has been in its current state.
Log Time (sec) The total time the agent has been logged in to the skill.

Queued Contacts

Required permissions: Outbound Strategy Manager View

Screen capture of the Queued Contacts drill-down report accessible from CXone Skill Control

Field

Details
Order The rank of the call, or the order in which Personal Connection (PC) will place the calls.

Type

The type of call record: PriorityClosed Skill-based designation of the importance of contacts that determines delivery order., CallbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., or Normal.
Confirmation Required Whether the assigned agent must accept the call in a preview mode.
Compliance Handling Whether the call requires special handling for cell phone or other compliance.
Time Zone The time zone of the contact.
Desc The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.
Customer Field 1 and 2 The attached data fields, or custom fields you designated previously for sorting.
Score The numeric, relative value of the record you assigned for sorting.

Available Contacts

Required permissions: Outbound Strategy Manager View

Screen capture of the Available Contacts drill-down report accessible from CXone Skill Control

Field

Details
Category The category the row uses to organize the record:
  • Overview — Sum of many types of reasons.
  • General — Reason relating to the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge general settings.
  • Cadence — Reason relating to the skill cadence settings.
  • Dialing — Reason relating to the dialing status.
  • Filter — Reason relating to the skill filtering settings.
  • Retry Settings — Reason relating to the skill retry settings.
  • Timezones — Reason relating to the skill time zone settings.

Reason

A description of the reason records would match this category.
Count The number of records that match the reason.
Percent The percentage of total records that match the reason.