Genesys Cloud - Main

Hello, 

We are looking at auditing our ACD skills for our team members, we are able to view the star level 0-5, but putting that into a more trackable organizational format seems to be challenging/manual. 

Is there a way to export all of our team members ACD skill priorities, either 1 at a time or as a group?

Thank you for any insight into this. 

#Reporting/Analytics

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Emmitt McCurdy
Wolters Kluwer United States Inc.
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Hello Emmitt, 

At this time its has to be very manual. There is no out of the box way of doing this easily. 

I was thinking maybe a button in the performance view that you can export. This might be worth submitting and idea in our ideas portal. 

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Thank you for your reply Cameron, I'll add the idea to the portal and hope a more accessible path is created in the future. 

Is there anyway for us to track if one of our Admins change a ACD skill level. Say a team member changes an ACD skill from a 5 to a 2, can I find out who made that change? or I suppose if they De-activated someone from a Queue, am I able to Audit those changes?

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Emmitt McCurdy
Wolters Kluwer United States Inc.
------------------------------

Original Message:
Sent: 09-11-2024 14:05
From: Cameron Tomlin
Subject: Export user ACD Skill into a CVS/reportable format

Hello Emmitt, 

At this time its has to be very manual. There is no out of the box way of doing this easily. 

I was thinking maybe a button in the performance view that you can export. This might be worth submitting and idea in our ideas portal. 

Cheers, 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hello Emmitt, 

You should be able to view these from the audit log.

Cheers, 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 09-11-2024 17:33
From: Emmitt McCurdy
Subject: Export user ACD Skill into a CVS/reportable format

Thank you for your reply Cameron, I'll add the idea to the portal and hope a more accessible path is created in the future. 

Is there anyway for us to track if one of our Admins change a ACD skill level. Say a team member changes an ACD skill from a 5 to a 2, can I find out who made that change? or I suppose if they De-activated someone from a Queue, am I able to Audit those changes?

------------------------------
Emmitt McCurdy
Wolters Kluwer United States Inc.
------------------------------


Original Message:
Sent: 09-11-2024 14:05
From: Cameron Tomlin
Subject: Export user ACD Skill into a CVS/reportable format

Hello Emmitt, 

At this time its has to be very manual. There is no out of the box way of doing this easily. 

I was thinking maybe a button in the performance view that you can export. This might be worth submitting and idea in our ideas portal. 

Cheers, 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees