Skill Proficiencies Detail Report

Required security profile permissions: Skill Proficiencies Detail View

Report source: DW

Report refresh rate: 5 minutes

The Skill Proficiencies Detail report is read-only and lists the agents in a business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx and their level of proficiency for each skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.

In the report in the image above, the first column shows the agent name (with their assigned agent ID in parentheses). The other columns list skills (you can filter these skills with the Show Options feature). In the example above, IB Email, IB_Chat, and IB_Phone are all skills. The agents' proficiency in these selected skills is easily identifiable in the columns.

This report provides a supervisor with a high-level view of the skills and skill levels assigned to each agent in their charge. If an adjustment needs to be made to an agent's skill level, then the supervisor can quickly see who has the skill and the level they can modify.