Execution Logs

Execution logs show what happened each time a real-time routing rule evaluates the queue. They give you a centralized, searchable history of routing-related changes triggered by real-time routing rules. This tool helps you review system behavior, validate routing outcomes, and troubleshoot issues more efficiently by providing a clear audit trail of routing events.

Every time a real-time routing rule evaluates the queue for its assigned metric and ACD skill, the system records it in an execution log. You can see the full history of a rule this way, including times when the rule did nothing. All evaluations end with one of three possible results: 

• No change: The metric value is still within the same guardrail as the last evaluation. The rule leaves the proficiency range as it is.
• Executed: The metric value moved into a different guardrail range. The rule updates the proficiency range of the contacts in the queue for the specified skill.
• Failed: The rule could not complete the evaluation.

Most rules for a healthy rule show now change. A rule changes routing only when the metric crosses into a different guardrail range.

You can access the logs from the Execution Log page in the routing center. From there, you can search and filter to find the events you want to review. Some rules show more logged events that others. This is because rules evaluate with different frequency depending on the media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of their assigned ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

After you find the log you want, you can: 

• Expand the log entry to view additional details including evaluation data, trigger context, and the specific actions or results of the event.
• Open the relevant real-time routing rule directly from the log entry. There, you can investigate further and make changes to the rule if needed.

Data in Execution Logs

Execution logs provide detailed information about each time a real-time routing rule evaluates the queue for its assigned ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. You can see when the rule executed today, the metric it evaluates and the condition set for that metric, the status of the evaluation, and the action the rule took.

The following table describes the data available in execution logs: 

Field	Details
Evaluation ID	The unique identifier assigned to the rule evaluation.
Evaluation time	The date and time at which the rule evaluation took place.
Rule Name	The name given to the rule by the NiCE CXone administrator who created it.
Skill	The ACD skill that the rule evaluates.
Threshold	The metric guardrail threshold that the rule evaluation crossed.
Metric	The metric that the rule uses. This is defined by the Type selected when you created the rule.
Condition	The value of the rule's metric when the rule evaluated the queue. This condition indicates which guardrail range the rule the evaluation matched.
Action Context	The change that the rule made, if any.
Status	The event that occurred during the evaluation: Activated: The rule was activated. Deactivated: The rule was deactivated. Executed: The rule executed with one of the following results:  Threshold crossed (positive): The monitored metric changed in a positive way since the last evaluation cycle. For example, the queue depth decreased. Threshold crossed (negative): The monitored metric changed in a negative way since the last evaluation cycle. For example, the queue depth increased. No Action: There was no change in the monitored metric from the last evaluation cycle. For example, the queue depth is still within the same guardrail's range. Error: There was an error when the rule attempted the evaluation.
Proficiency Transition	The proficiency range that the rule assigned to contacts in the queue at the time the rule ran. If the status is No Change, this is the same proficiency range as the last evaluation. Contacts that already had the listed proficiency range when the rule runs are not modified.
Rule Executions	A graph depicting each time this rule evaluated the queue within the listed time frame. Hover your cursor over each point to see the metric's value for each evaluation. The frequency of evaluations is determined by the media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. assigned to the rule.