Skill Proficiencies Summary Report

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

The Skill Proficiencies Summary report lists ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and the total number of agents in each proficiency level for that skill.

The Skill Name (ID) column shows the entire list of skills created in the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. Each skill is assigned a row in the column. The other columns show proficiency levels ranging from highest to lowest. For example, if one agent in a skill named AB Chat Test has a proficiency of Medium, you will see 1 in the Medium column for the AB Chat Test row.