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Agent Skill History

  • 1.  Agent Skill History

    GCAP Member
    Posted 17 days ago
    Hi All,

    Are the agent skills still stored only in the registry?
    Does PureConnect keep an audit trail of skill assignments?

    I've built a view that shows agent workgroup activation history using the AgentQueueActivationHist table and now I want to do something similar for agent skills.
    #Reporting/Analytics

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    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd
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  • 2.  RE: Agent Skill History

    Top 25 Contributor
    Posted 15 days ago
    Jayden,

    Look at enabling the enhanced audit log, I suspect that should hold the skill assignment information you are looking for.

    Thanks,

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    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
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  • 3.  RE: Agent Skill History

    GCAP Member
    Posted 15 days ago
    Thanks @Mark Tatera I'll look into this.​

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    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd
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  • 4.  RE: Agent Skill History

    Top 25 Contributor
    Posted 15 days ago
    Mark is correct -

    After enabling the Enhanced IA Change Log, it takes a "snapshot" of your system as it sits today, with regards to Users, Workgroups, Skills, Licenses, Roles, and the Default User node.  Once that completes, have a look at the EIACL_HistoricalSkills and EIACL_HistoricalSkillsDP database views.

    Either one should give you the data you are looking for.  The "DP" versions contains datepart information that isn't contained in the other view.

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    Trent Vance
    Avtex Solutions, LLC
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  • 5.  RE: Agent Skill History

    Posted 11 days ago
    In addition to what Trent mentioned; please note the "Snapshot" only works correctly if you are on 2018 R2 Patch 13 or higher. Ours only captures as changes occurs and actually wipes out all history each time the the log is disabled and enabled. It took them a few months of troubleshooting to figure out why ours was being wiped out and kept disabling and re-enabling it to troubleshoot. They finally told us that it was bug that was fixed in Patch 13.

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    Brad Goff
    Palo Alto Networks, Inc.
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  • 6.  RE: Agent Skill History

    GCAP Member
    Posted 10 days ago
    Edited by Micheal McComber 10 days ago
    it is in the registry listed here
    HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Interactive Intelligence\EIC\Directory Services\Root\<Server>\Production\Users\mccombm
    on the properties of the scroll down to skills and you will see the skill|desired to use|proficiency
    example
    English
    CBO_Backline|1|1|
    CBO_Other|1|1|
    English|1|1|
    PAC_VIP Radiology|1|1|
    PAC_VIP Surgery|1|1|
    Patient|1|1|
    CPMC_BH|1|1|


    we have a power shell script that pulls users info as the following and dumps it to a CSV



    User First Name Last Name Extension Network ID Mailbox Roles Workgroups Skills
    mccombm Micheal McCOmber 15124 Sutter-CHS\mccombm mccombm@sutterhealth.org Patient Registration Agent PAC Inbound Call Group|PAC_Dialer_CallBack|PAC_Dialer_HSD|PAC_Dialer_Radiology|PAC_Dialer_Surgery|PAC_Labor_and_Delivery|Pac Team|PatientRegistration English|5|1||PAC_Dialer_CallBack|80|50||PAC_Dialer_HSD|80|50||PAC_Dialer_Radiology|80|50||PAC_Dialer_Surgery|80|50||PAC_Labor_and_Delivery|80|50||PAC_Other|80|50||PAC_Radiology|80|50||PAC_Surgery|80|50||PAC_VIP Radiology|80|50||PAC_VIP Surgery|80|50||Spanish|5|1|



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    Micheal McComber
    Sutter Health
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