Skill reports in CMS

[dvdlots]

n00b question here but if I run a split/skill report on a single skill, does it pull back info on all users that have that skill even if it is not their primary skill?

For example:- If i run the Historical\Split|skill\Outbound Daily report for yesterday on skill number 1, will that give me all outbound calls by all users that have skill 1 in their skill list?

 

[koglass]

I would suggest that any fields in CMS reprots you do not understand look in the CMS Help. It really is a very good resource for all report information. Go to the Real-Time REports or Historical Reports tab then select the type of report you want to learn about. I have included the help screen for Extn out Calls for you to see how useful CMS Help can be.


Extn Out Calls
Description
The number of outbound extension calls made by agents logged into this split/skill during the period covered. Direct agent ACW out calls are not included.

For agents in multiple splits/skills, outbound AUX extension calls are included here if this split/skill is the first one that the agent logged into, unless the agent has an ACD call on hold. In this case the outbound call is recorded for the split/skill associated with the ACD call.

 

[dvdlots]

Thanks koglass, that description looks like it is going to open a can of worms for us though.