Introduction

The report “2. Classification Codes Grouped by Code and Skill” from the “Classification (Tipificación)” report group allows you to see how many times each activity code (classification) was used, but segmented by skill (queue). It is especially useful for comparing how results are being classified across different skills, detecting misalignments (e.g., the same case classified with different codes depending on the queue), and validating the use of classifications in operations with multiple teams or services.

Note: It is necessary to select the activity code group in the activity code field to generate the report.

Report Information

• COUNT: Shows the number of records (interactions) in which the classification code indicated in the row was used for the associated skill. At the end, the report includes a TOTAL row that consolidates the overall total of counted records in the report.
• SKILL_ID: Indicates the numeric identifier of the skill (agent queue) where the classification in that row was applied. This column is usually a number; if it appears blank, it typically corresponds to records where the interaction was not associated with a skill in the reported data (e.g., due to configuration or data availability in the record).
• COD_ACT: Displays the activity code used to classify the interaction. There are no default values: all codes are manually created according to the classification catalog configured in the operation and whether you are querying cod_act1 or cod_act2.
• DESCRIPTION_COD_ACT: The description associated with the code shown in COD_ACT. It is also not predetermined: it depends on the manual configuration of classifications and allows you to interpret the meaning of the code without relying solely on the abbreviated name.