Agent Skill Assignments Report

Required permissions: Report Viewer, Agent Skill Assignments

Required Employee Settings: Can View BI Reports

Related Products or Features: Business Intelligence (BI) Reports

The Agent Skill Assignments report shows data about each agent's assigned skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. 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.

The Agent Skill Assignments report, showing the Agent Proficiency Average widget, the Agent Skill Assignment widget, and the Agent Skill Assignments grid.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. 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 filter the report data to change what displays.

Agent Proficiency Average Widget

The Agent Proficiency Average widget, showing agent name and ID number on the left and bars and numbers for each agent's average proficiency on the right.

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, with agents names and ID numbers on the left, and bars and numbers for how many skills each agent is assigned to on the right.

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 grid, a table with columns for Agent Name, Agent Number, Campaign Name, Skill Name, Skill Number, Proficiency, and so on.

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:

  • TRUE: The data in this row is current.

  • FALSE: The data in this row is historical. For example, the agent is no longer active in that skill.