UCCX 9: Report & track changes in agent skills

[lohjintiam]

Hi all,

Appreciate your advice if the following is possible within UCCX reporting v9

a) From 9am-12pm, Agent A is assigned with Skill A, B

b) From 1pm-6pm, Agent A is assigned with SKill C, D

Does UCCX db stores these changes (the new skills & time it was changed)?

Thanks!

-JT-

[thomascollins]

The RTMT logs would record the change when the agent is re-skilled.  But I don't think there's a "report" for it. 

[RayLu21544]

There is a CUIC report call Queue Management Audit Trail Report can show when the user was added or removed from the CSQ, and by whom.

sp_queue_management_audit_trail_report

Available fields: Agent Name, CSQ, Details, Time stamp, Operation Type, Modified By, Skills

[Thomas G. Johannesen]

Hey.

These changes af stored i the DB_cra informix database.

The Table ResourceSkillMapping in having these details.

The DB schema documentation:

Database table name: ResourceSkillMapping
The Unified CCX system creates a new record in the ResourceSkillMapping table when an agent is associated
with a skill in the Unified CCX Administration.
A ResourceSkillMapping record contains information about all of the skills that are assigned to resources.