12.6. Natterbox Skills Objects
- 30 Apr 2024
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12.6. Natterbox Skills Objects
- Updated on 30 Apr 2024
- 3 Minutes to read
- Print
- DarkLight
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This guide outlines the three skills objects that are commonly utilized in Natterbox reporting. This is only applicable if you use Skills-Based Routing. Skills need to be created, assigned to users and then requested in the Routing Policy .
Skill (nbavs__Skill__c)
This object has a record for each skill that is created on the Account Settings tab. We advise not directly editing the records or using a dataloader. It is recommended to make any necessary changes through the Account Settings or Natterbox User tabs to ensure proper synchronization with the Natterbox backend.
These are the standard report type that exist using this object:
Skills
Call Reporting with Requested Skills and Skill
Skills with User Skills and Natterbox Users
Natterbox Users with User Skills and Skills
If you need other combinations of objects, you could create a ‘Custom Report Type’ or a ‘Joined Report’.
Fields, Values & Definitions
Field | Field Definition | Field Values |
|---|---|---|
Created By | A default Salesforce field used to track who created the record | Lookup (User) |
Description | A text field that can be used to add a extra information about the Skill, this can be edited where you edit the Skill Name | Text |
External Id | An alternative id field to the Salesforce Id | Example: 5957 |
Last Modified By | A default Salesforce field used to track who last edited the record | Lookup (User) |
Name | The name of the Skill | Example: Spanish |
Owner | A default Salesforce field populated with who owns the record | Lookup (User) |
Proficiency | The default Proficiency that each user will get, this is the value a user will have if they select Proficiency = ‘Default; | No knowledge, Minimal, Basic, Novice, Intermediate, Advanced, Expert, Guru, Custom |
Proficiency Custom | This is zero unless Proficiency = ‘Custom’, then this field is the same as Proficiency Value | Number (0-100) |
Proficiency Value | The numerical value that corresponds with the default Proficiency for that skill | Number (0-100) |
User Skills (nbavs__User_Skill__c)
This object has a record for each agent and each skill that is created. It has a lookup to both the Natterbox User and Skill objects. A record has the assigned skill level for each agent, e.g. ‘Default’ or ‘Guru’.
These are the standard report type that exist using this object:
Skills with User Skills and Natterbox Users
Natterbox Users with User Skills and Skills
If you need other combinations of objects, you could create a ‘Custom Report Type’ or a ‘Joined Report’.
Fields, Values & Definitions
Field | Field Definition | Field Values |
|---|---|---|
Created By | A default Salesforce field used to track who created the record | Lookup (User) |
Index | Unique code that identifies a User Skill | Example: US-000000007 |
Last Modified By | A default Salesforce field used to track who last edited the record | Lookup (User) |
Natterbox User | The user who was assigned the Skill | Lookup (Natterbox User) |
Proficiency | The Skill level the user is assigned. This is a picklist and if you choose ‘Custom’, you can specify the exact Proficiency Value | Default, No knowledge, Minimal, Basic, Novice, Intermediate, Advanced, Expert, Guru, Custom |
Proficiency Custom | This is zero unless Proficiency = ‘Custom’, then this field is the same as Proficiency Value | Number (0-100) |
Proficiency Label | - | - |
Proficiency Value | The numerical value that corresponds with the Proficiency | Number (0-100) |
Skill | The name of the Skill | Lookup (Skill) |
Requested Skill (nbavs__Requested_Skill__c)
This object has a record for each time a skill is requested in the routing policy. It has a lookup to the Call Reporting and Skill objects.
These are the standard report type that exist using this object:
Call Reporting with Requested Skills
Call Reporting with Requested Skills and Skill
If you need other combinations of objects, you could create a ‘Custom Report Type’ or a ‘Joined Report’.
Fields, Values & Definitions
Field | Field Definition | Field Values |
|---|---|---|
Call Reporting | The call where the Skill was requested | Lookup (Call Reporting ) |
Channel | The side of the call where the Skill was requested, ‘From’ is the most common value | From, To |
Created By | A default Salesforce field used to track who created the record | Lookup (User) |
Last Modified By | A default Salesforce field used to track who last edited the record | Lookup (User) |
Maximum Requested Proficiency Label | The greatest Skill the agent could have to be offered the call, configured in the Routing Policy | No knowledge, Minimal, Basic, Novice, Intermediate, Advanced, Expert, Guru, Custom |
Maximum Requested Proficiency Value | The greatest Skill the agent could have to be offered the call, configured in the Routing Policy | Number (1-100) |
Minimum Requested Proficiency Label | The lowest Skill the agent could have to be offered the call, configured in the Routing Policy | No knowledge, Minimal, Basic, Novice, Intermediate, Advanced, Expert, Guru, Custom |
Minimum Requested Proficiency Value | The lowest Skill the agent could have to be offered the call, configured in the Routing Policy | Number (1-100) |
Name | Unique code that identifies a Requested Skill | RS-0000000001 |
Skill | The Skill that was requested in the Routing Policy | Lookup (Skill) Example: Spanish |
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