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Ask a skilling admin to add to supervisors or skilling-admins.
Agents
Skills from the current Skilling sheet. Open an agent for live skills and same-day changes.
| Agent | Group / tier | Members (NICE · Connect level) | # |
|---|---|---|---|
|
No members
|
Members
| Member | NICE (sheet) | Sheet level | Live level | Status |
|---|---|---|---|---|
| — | — | |||
| No member skills. | ||||
Skill eligibility
| Skill | NICE (sheet) | Sheet level | Live level |
|---|---|---|---|
History
| When | Change | By |
|---|---|---|
| No changes recorded. | ||
Same-day change (hotskill)
Takes effect now. The 05:00 reset undoes it.
Upload a sheet
Preview will be displayed first, actual changes take place when applied.
Skills to write
| Skill ID | Name | Member | Reason | Change |
|---|---|---|---|---|
| Every skill already matches. | ||||
Numbers to write
| DNIS | Member | Default reason | Description |
|---|---|---|---|
Versions
Every applied file is kept. To go back, revert to an old version. You'll see a preview first.
| Saved | Source | Mode | Version | |
|---|---|---|---|---|
| Current | ||||
| Nothing applied yet. | ||||
About this demo
Status
Daily reset, recent uploads and S3 drops.
Daily reset · 05:00 ET
No reset has run yet.
Recent previews and applies
| When | File | By | State |
|---|---|---|---|
| No uploads yet. | |||
S3 uploads (incoming/)
| When | File | Result |
|---|---|---|
| No S3 uploads. | ||
Not updating
Calls by member
Calls still in the phone menu aren't shown.
Who can take calls
| Member or skill | Logged in | Free | Busy | Best free | |
|---|---|---|---|---|---|
Today
| Member | Calls | Answered | Abandoned | Abandon % | Avg answer | |
|---|---|---|---|---|---|---|
Contacts
| Member | State | Agent | Time |
|---|---|---|---|
| No calls right now. | |||
Calls in queue are listed in the order they'll be served: time waited plus each call's priority head start. Priority rises a point a minute, up to 500.
| Agent | State | Time |
|---|---|---|
| Changed today | ||
|
Set status:
On a call: the change applies when it's done.
Changed today:
Open agent
|
||
Waiting now
| Caller | Reason | Skill | Priority | Waited | Routing |
|---|---|---|---|---|---|
| No calls waiting. | |||||
In the order they'll be served: time waited plus each call's priority head start.
With agents now
| Agent | Caller | Reason | Skill | State | Sentiment | Time |
|---|---|---|---|---|---|---|
| — | ||||||
| No calls with agents. | ||||||
Finished recently
| Ended | Caller | Reason | Waited | Outcome | Talk |
|---|---|---|---|---|---|
| No finished calls today. | |||||
The last 20 calls that ended today.
Recordings and transcripts show up a few minutes after a call ends.
| When | Caller | Called | Reason | Agent | Result | Wait | Length | |
|---|---|---|---|---|---|---|---|---|
| View |
Transcript
Call
- Caller
- Called
- Reason
- Skill
- Agent
- Answered on
- Ended
Timeline
- Started
- Queued
- Answered
- Ended
- Waited
- Talked
- On hold
- After call
Recording
No recording for this call.
Summary
- Agent talked
- Caller talked
- Silence
- Interruptions