Symptom / Need

In Data Monitor, calls are recorded without information in the "Skill" field, raising questions about their origin and classification.

Context / Scenarios

Data Monitor is a tool in the Manager module that allows you to view completed interactions, such as calls, chats, emails and surveys.
Within this tool, it is possible to filter the calls answered by the advisors. The "Skill" field shows the channel or route through which the call came.

When some calls appear without a Skill assigned, it is important to understand why this situation occurs.

Answer (Solution/Recommendation)

Calls that appear without "Skill" in Data Monitor have the following characteristics:

1. Manual outgoing calls : These do not go through any Skill because they are originated directly by the advisor.
2. Transfer Calls : When an advisor transfers a call to another agent, it may not register a Skill in the system.
3. Conferences : Calls made as part of conferences are also not associated with a specific Skill.

Recommendation :
If you need a more detailed analysis of these calls, check the source and destination within Data Monitor or consult the interaction logs in the system. This will help you better understand their behavior and resolve any operational questions.