Proactive Skill Reports
Skill Control Table
Required permissions: Outbound Strategy Manager View
Field |
Details |
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Type |
The type of proactive outbound skill 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:
|
Agents |
Displays the number of agents assigned to the skill and their current activities. The agent counts include:
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 unit 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:
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:
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
Field |
Details |
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State | The current state of the agent: talking to a contact, waiting for a call, doing ACW 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 leg The portion of an interaction that takes place between CXone and the agent.. |
Contact ID | If applicable, the internal ID of the contact. It only applies if the agent is in a talking or ACW (after-contact work) State that allows an agent to complete work requirements after finishing an interaction state 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.
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, Priority Skill-based designation of the importance of contacts that determines delivery order., or Callback 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-contact work) 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
Field |
Details |
---|---|
Order | The order that records were added into the outbound queue. This does not mean the records will be dialed in this order. |
Type |
The type of call record: Priority Skill-based designation of the importance of contacts that determines delivery order., Callback 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
Field |
Details |
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Category | The category the row uses to organize the record:
|
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. |