Skill Proficiencies Detail Report

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

The Skill Proficiencies Detail report gives a list of agents in a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, their ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and proficiency levels for each skill. This report provides a supervisor with a high-level view of skills and skill proficiencies assigned to each agent. Supervisors can use this report to assess how well skills are being covered and where skill proficiency adjustments may be needed.

This report allows you to filter by campaign, skills, teams, and agents. The color coding of agents' proficiencies makes the proficiencies easily identifiable.