Skill Proficiencies Summary Report

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

The Skill Proficiencies Summary report lists ACD skillsClosed 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.

In the example from the image above, the Skill Name (ID) column shows the entire list of skills created in the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. 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 the AB Chat Test skill has a proficiency of Medium, you will see 1 in the Medium column for the AB Chat Test row.