Tutorial: Filtering on the Skills Column

Filtering by Groups and Skills shows the groups and skills that an agent currently has and not necessarily the groups and skills they had during the date range specified.

In this tutorial, we will create a report and filter by a skill.

Apply the Global Filters

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis ().
    3.   A new analysis set is auto-saved at this point. If you leave Analysis, an analysis set called Untitled Analysis is saved to the Home page.
  1. Under Tenant, select your desired Tenant. For this example, we used Your Tenant.
  2. Under Timezone, select the desired Timezone. For this example, we selected America/Halifax timezone.

 

The default timezone is your computer's timezone.

  1. Under Date, select the desired Date Range. For this example, we selected <=, Specific Date, and 17-02-2020 to retrieve interactions that occurred before, and including, February 17, 2020.
  1. Data sets are located in the drop down. For this tutorial, we are using Agent Status Summary.

In order to filter by a skill, we need to select a report which contains skills as part of its data set.

Filtering by groups and skills is available in the following reports:
Closed
Interaction Summary by Agent
Interaction Details by Agent
Agent Status Summary
Agent Status Detail
Agent Summary by Queue
Agent Performance
Agent Quality
Reason Code by Agent
Recording and Messages by Agents  

  1. Check the box next to Skill to add it to the report.

  1. Click Ok.

A table will load with the Skill column visible.

Adding a Filter

  1. Click the Filter tab at the top of the report.
  2. In Filter Column, select Skills.
  3. In Comparison, select Contains.
  4. In Value, enter English.
  5. Click Add.

A table will load with the column Skills to indicate agents that have the English language skill.

Congratulations!

You've created a report and added the Skill filter.