Skill Proficiency

This report provides a comprehensive overview of agent proficiencies across all ACD skills. It presents the average proficiency of agents assigned to each ACD skill, with proficiency levels ranked from 1 to 20—where 1 denotes the highest level of proficiency. Additionally, the report details the number of agents at each proficiency level for every ACD skill. For further analysis, you can drill down into specific ACD skills by clicking on the Skill Name or Skill Number.

Using this report a contact center manager can ensure that agents with the right expertise are available to handle customer inquiries efficiently.

You must have these permissions:

  • Dashboard > Dashboard Templates > Skill Proficiency :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

To create a dashboard:

  1. Click the app selector and select Dashboard .

  2. On the Dashboard page click Options and select New Dashboard.

  3. Click From Template.

  4. From the listed templates, select the template you want to use to create your Dashboard.

  5. Add a Dashboard Name. You can add a Description for the dashboard if you want.

  6. Click Create.

Data Overview

The Skill Proficiency report consists of:

View Proficiency Average by Skill

This bar chart shows the average proficiency score of all agents assigned to each skill. A lower score indicates higher proficiency in the skill.

View Agent Count by Skill

This bar chart shows the number of agents actively assigned to each skill.

Skill Proficiency Table

A detailed table displays a list of skills along with the proficiency scores of all agents assigned to each skill.

You can customize the columns:

  • Click Icon to auto-size columns to auto size a specific column or all the columns.

  • Click Icon to select filter options to select filter options.

  • Click Icon to select columns to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.

Sorting table columns

You can sort the data in the table by clicking a column header. To apply a secondary sort, hold down the Shift key and click another column header.

  • The primary sort column displays a 1 next to the column title.

  • The secondary sort column displays a 2 next to the column title.

Skill Proficiency Dataset

The Skill Proficiency dataset is a detailed table that shows a list of ACD skills and the proficiency score for all agents assigned to each skill.

Click Options and then Settings on the dataset to filter the data you want to see.

Click Export to export the dashboard data in either CSV or Excel formats.

Column

description

Skill Name

The skill through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound state.

Skill No

The skill ID number. This is a unique value assigned by the system to identify the skill.

Proficiency 1

The number of agents assigned to an ACD skill with a proficiency level of 1. Agents with this score are highly proficient.

Proficiency 2

The number of agents assigned to an ACD skill with a proficiency level of 2.

Proficiency 3

The number of agents assigned to an ACD skill with a proficiency level of 3.

Proficiency 4

The number of agents assigned to an ACD skill with a proficiency level of 4.

Proficiency 5

The number of agents assigned to an ACD skill with a proficiency level of 5.

Proficiency 6

The number of agents assigned to an ACD skill with a proficiency level of 6.

Proficiency 7

The number of agents assigned to an ACD skill with a proficiency level of 7.

Proficiency 8

The number of agents assigned to an ACD skill with a proficiency level of 8.

Proficiency 9

The number of agents assigned to an ACD skill with a proficiency level of 9.

Proficiency 10

The number of agents assigned to an ACD skill with a proficiency level of 10.

Proficiency 11

The number of agents assigned to an ACD skill with a proficiency level of 11.

Proficiency 12

The number of agents assigned to an ACD skill with a proficiency level of 12.

Proficiency 13

The number of agents assigned to an ACD skill with a proficiency level of 13.

Proficiency 14

The number of agents assigned to an ACD skill with a proficiency level of 14.

Proficiency 15

The number of agents assigned to an ACD skill with a proficiency level of 15.

Proficiency 16

The number of agents assigned to an ACD skill with a proficiency level of 16.

Proficiency 17

The number of agents assigned to an ACD skill with a proficiency level of 17.

Proficiency 18

The number of agents assigned to an ACD skill with a proficiency level of 18.

Proficiency 19

The number of agents assigned to an ACD skill with a proficiency level of 19.

Proficiency 20

The number of agents assigned to an ACD skill with a proficiency level of 20. Agents with this score are not considered proficient. They may require more training for this skill.

Total

The total number of agents assigned to an ACD skill ranked with a proficiency score.

Proficiency Details

The Proficiency Details provides a detailed breakdown of agent skill levels across assigned ACD skills.

Click Options and then Settings on the dataset to filter the data you want to see.

Click Export to export the dashboard data in either CSV or Excel formats.

Column

description

Team Name

The name of the team the agent is assigned to.

Team No

The team's unique number assigned by the system.

Agent Name

The agent's first and last name.

Agent No

The Agent ID number. This is a unique value assigned by the system to identify the agent.

Skill Name

The skill through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound state.

Skill No

The skill ID number. This is a unique value assigned by the system to identify the skill.

Proficiency

The agent's proficiency value assigned in that skill, ranked on a scale of 1 to 20, with 1 being the most proficient and 20 being the least.

Agent Skill Status

Displays the state of its assignation: Active: This is when a skill and proficiency are assigned to the agent. Inactive: This is when the skill previously assigned to the agent is unassigned (removed). INAC: This is when the assignment is disabled for an assigned skill.

Skill With Proficiencies

Displays one of the following: TRUE: For skills who have assigned agents with proficiency. FALSE: For skills who do not have any assigned agents with proficiency.