Direct Agent Skill Reports

[Cathal71]

I have set up a new Direct Agent Skill and am wondering on the besy way to report on this in CMS.
The Skill has been set up as ACD and ead-mia.
The Agents have all been given this Skill and the Skill is measured

The historical results show 0 calls for this Skill even though the agents have taken direct agent calls.
What am I doing wrong
Thanks!

 

[SF0751]

Have you confirmed that you are measuring the Direct Agent skill? Check the hunt group form.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[Cathal71]

Hi Susan,

The Skill is measured. I can run real time reports and see all those Agents with the Skill but no historical results. Chees

 

[wil19148]

Have you specified the skill in the Direct Agent Skill field on the agent form?