Rule Action History Report

Required permissions: Rule Action History View
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 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.
Filter the Rule Action History Report
- Click the app selector
and select Reporting.
- Go to Workforce Intelligence > Rule Action History.
- Modify the Actions Date and Time Range, Rule Type, Status, Agent, Team, and Skill filters to customize the report results as desired.
- Click Apply Options to regenerate the report with the filters you set or Reset to discard the filters you set.
- To export the report, click the Export icon and select Excel, PDF file (.pdf), or Word document (.doc).
- 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, and any associated error messages. If the action already occurred and required approval, it shows the reviewer, review time, and review comments.

Field |
Description |
---|---|
The start and end date and time of the range from which the report pulls data. |
|
The type of rules to display in the report:
|
|
The status of the rules to display in the report:
|
|
The agent who met the rule conditions to trigger the action. |
|
The team of the agent who met the rule conditions to trigger the action. |
|
The skill |

Column | Description |
---|---|
Check Date | The date an 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 skill |
Rule Check Status |
The status of the action, which is one of the following:
|
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. |