Routing Criteria Report

Required permissions: Data Download

The Routing Criteria data download report shows how your routing criteria changed throughout the time a contact spent in queue. This can help you to see how the routing requirements in your Studio scripts change as contacts spend more time in the queue. You can use that information to decide if adjustments to your strategy are required.

Routing criteria includes the target ACD skill, both ends of the bullseye range, and a routing attribute.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Learn more about the fields in this step

Data in This Report

Contact_Id	The unique, system-generated ID of the contact.
Master_Contact_Id	The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred two or more times. There is a parent child relationship on all contacts that are created from the original contact. The masterId of the contact is the parent that created it, meaning for subsequent transfers from the original contact, the masterId will be the transferred contact that created it.
Skill_No	The unique, system-generated ID of the skill to which the agent belongs.
Skill_Name	The name of the skill the agent belongs to.
Bullseye_Range_High	The highest possible proficiency level an agent can have in the ACD skill to receive the contact.
Bullseye_Range_Low	The lowest possible proficiency level an agent can have in the ACD skill to receive the contact.
Routing_Attribute_Name	The name of the routing attribute an agent must have to receive the contact.
UpdateTime	The time when the change in the routing criteria occurred.