Agent Skill Assignments Report
Related Products or Features: Business Intelligence (BI) Reports
The Agent Skill Assignments report shows data about each agent's assigned skills
. It displays:
- The agent's average proficiency level for the skill.
- The number of skills each active agent is assigned to.
- Each skill the agent is assigned to and their proficiency in that skill.
to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can Agent Proficiency Average Widget
The Agent Proficiency Average widget displays each agent's average proficiency level for that skill. It accounts for all the skills the agent is assigned to. It displays average skill proficiencies in descending order, with 1 being the most proficient and 20 being the least proficient.
Agent Skill Assignment Widget
The Agent Skill Assignment widget displays the number of skills assigned to each active agent. It displays this data in descending order; the agent with the most skills appears at the top.
Agent Skill Assignments Table
The Agent Skill Assignments table has multiple columns that present data attributes and metrics. The table below provides a description for each column.
| Column | Description |
|---|---|
| Team Name | The name of the team the agent belongs to. |
| Team No | The unique ID number the system assigned to the team. |
| Agent Name |
The agent's first and last name. |
| Agent No | The unique ID number the system assigned to the agent. |
| Campaign Name | The name of the campaign the skill belongs to. |
| Campaign No | The unique ID number the system assigned to the campaign. |
| Skill Name | The name of the skill that agent is assigned to. |
| Skill No | The unique ID number the system assigned to the skill. |
| Proficiency | The agent's proficiency in that skill, ranked on a scale of 1 to 20, with 1 being the most proficient and 20 being the least. |
| Current Data |
Displays one of the following:
|