Skill Proficiency Report

Required permissions: Report Viewer, Skill Proficiency

Required Employee Settings: Can View BI Reports

This report provides insight into agent proficiencies for all ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. It displays the average proficiency of all agents assigned to an ACD skill. Proficiency levels are ranked from 1-20, with 1 being considered the highest or most proficient in that ACD skill. The report shows the number of agents at each proficiency level for each ACD skill. You can drill down into each ACD skill by clicking Skill Name or Skill No.

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.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

View Proficiency Average by Skill

This bar chart shows the average proficiency score of all agents assigned to each ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. The lower the score, the more proficient an agent is in the skill.

View Agent Count by Skill

This bar chart indicates how many agents are actively assigned to work a certain ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Data in this Report

A detailed table shows a list of ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and the proficiency score for all agents assigned to each skill. You can right-click any column in the table to sort the data or see more information. You can also choose to replace the data displayed in any given row. You can view the proficiency agent count, proficiency average by skill, the row count, or total proficiency.

Column Details
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 stateClosed The availability status of an agent.
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.