Audit a Skill

On the Skills page, an Audit Skill feature is available for all skills. Audit allows for viewing and tracking any changes made to a skill and displays the history of any changes made based on the following:

• Agent assignment
• Skill creation
• Skill schedule execution

Accessing Audit Skill

Access Audit Skill by doing the following:

1. Locate the skill to audit on the Skills page.

2. Click the Audit Skill task icon located on the same row of the skill.

Using the Audit Feature

For more information about understanding and using the audit user interface, see Using the Audit Interface.

Filtering Search by Audit Types

Before performing the audit search, select the type of audit to filter the results by. The Audit Skill feature has the following audit type filters available:

• All – Displays results for all audit change types.
• User/Changed by – Displays only audit results for skill changes made by a user.
• Agent – Displays only audit results for agent assignment changes.

Audit Results

The following are changes frequently displayed in Audit Skill results:

• <User First Name> <User Last Name> created the skill <Skill Name>.
• <User First Name> <User Last Name> added the agent <Agent First Name> <Agent Last Name>.
• <User First Name> <User Last Name> removed the agent <Agent First Name> <Agent Last Name>.
• Service added the agent <Agent First Name> <Agent Last Name> through schedule <Schedule Name>.
• Service removed the agent <Agent First Name> <Agent Last Name> through schedule <Schedule Name>.
• Service did not remove the agent <Agent First Name> <Agent Last Name> through schedule <Schedule Name>.

See Also

• Assign or Un-Assign Agents for a Skill from the Skills Page
• Assign or Un-Assign Skills for an Agent from the Users Page
• Add a New Skill
• Edit a Skill