Viewing Skill Queue Adjustment Records

Prerequisites

• The agent has the Reset Skill Record menu permission.
• The agent's skill queue has been adjusted by referring to Follow-up Procedure.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Work Log > Adjustment Log.
2. Set search criteria to search for skill queue adjustment records based on the criteria.
   Figure 1 Adjustment Log page
   

   Table 1 GUI elements on the Adjustment Log page

   Element	Type	Description
   Time	Drop-down list	The options are as follows: 1 Day 3 Days 7 Days Customization
   Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. You can click to delete the selected OU. You can select Include Sub-Organizations to search for skill queue adjustment records of sub-OUs. The options are as follows: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available.
   More	Button	Expand advanced search criteria.
   Adjust Service Account	Text box	Advanced search criterion. Business account of the agent who adjusts a skill queue. Business account of an inspector.
   Adjusting Agent ID	Text box	Advanced search criterion. ID of the agent who adjusts a skill queue. Agent ID of an inspector.
   Adjusted Service Account	Text box	Advanced search criterion. Business account of the agent whose skill queue is adjusted. Business account of the agent whose skill queue is adjusted by an inspector.
   Adjusted Agent ID	Text box	Advanced search criterion. ID of the agent whose skill queue is adjusted. ID of the agent whose skill queue is adjusted by an inspector.
   Reset	Button	Reset search criteria.
   Search	Button	Search for skill queue adjustment records.
   	Button	Search for data based on search criteria again and refresh data on the page.
   Adjust Service Account	Label	Business account of the agent who adjusts a skill queue. Business account of an inspector.
   Adjusting Agent ID	Label	ID of the agent who adjusts a skill queue. Agent ID of an inspector.
   Adjusted Service Account	Label	Business account of the agent whose skill queue is adjusted. Business account of the agent whose skill queue is adjusted by an inspector.
   Adjusted Agent ID	Label	ID of the agent whose skill queue is adjusted. ID of the agent whose skill queue is adjusted by an inspector.
   Adjust Time	Label	Time when a skill queue is adjusted.
   Skill Queue Before Adjustment	Label	Skill queue to which an agent has signed in before skill queue adjustment.
   Skill Queue After Adjustment	Label	Skill queue to which an agent signs in after skill queue adjustment.
   Organization Unit	Label	OU to which an agent belongs.