Rule Action History Report

Required security profile permissions: Rule Action History View

Report refresh rate: N/A

The Rule Action History Report displays a history of all rule actions, whether automatic, non automatic, approved, or rejected. You can filter the table by specifying a date range, an agent, team, or skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge who met the condition that triggered the action, the rule type, and the rule status.

Filter the Rule Action History Report

Click Reports → Workforce Intelligence → Rule Action History. A report containing all rule actions appears.
Modify the Actions Date and Time Range, Rule Type, Status, Agent, Team, and Skill filters to customize the report results as desired.
Click Apply Options to regenerate the report with the filters you set or Reset to discard the filters you set.
To export the report, click the Export icon and select Excel, PDF file (.pdf), or Word document (.doc).
To refresh the report, click the Refresh icon.

Field Definitions: Rule Action History Report

Field	Description
Actions Date and Time Range	Specifies the start and end date and time of the range from which the report pulls data.
Rule Type	Specifies the type of rules to display in the report: All – Displays rules of both types. Automatic – Displays rules with actions that run automatically. Non Automatic – Displays rules with actions that require administrator approval.
Status	Specifies the status of the rules to display in the report: All – Displays rules with any status. Automatic – Displays actions that ran automatically when the rule conditions were met. Pending – Displays non automatic actions that have yet to be approved or rejected. Accepted – Displays non automatic actions that an administrator accepted. Denied – Displays non automatic actions that an administrator denied.
Agent	Specifies the agent who met the rule conditions to trigger the action.
Team	Specifies the team to which the agent who met the rule conditions to trigger the action belongs.
Skill	Specifies the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to which the agent who met the rule conditions to trigger the action belongs.

This report displays when the rule conditions were met, the agent who met the condition, that agent's skill, the status of the action, any associated error messages, and, if the action already occurred and required approval, the reviewer, review time, and review comments.

Columns

Column	Description
Check Date	The date an agent met the rule condition and triggered the action.
Rule Name	The name of the rule that defined the condition and action.
Rule Description	The notes provided by the rule creator.
Agent	The agent who met the rule condition and triggered the action.
Skill	The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge of the agent who met the rule condition and triggered the action.
Rule Check Status	The status of the action, which is one of the following: Automatic – The action ran automatically when the rule conditions were met. Pending – The action is non automatic and must be approved or rejected. Accepted – The action is non automatic and an administrator accepted it. Denied – The action is non automatic and an administrator rejected it.
Review Comment	Any comments the action reviewer wrote when she accepted or rejected the rule actions.
Error Message	Any error messages associated with the actions.
Reviewed By	The name of the person who accepted or rejected the rule actions.
Review Date	The date the rule actions were accepted or rejected.