Skill Proficiencies Summary Report

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

The Skill Proficiencies Summary report lists the 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.

In the example from the image above, the Skill Name (ID) column shows the entire list of skills created for 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 has a 'Medium' proficiency in the AB Chat Test skill, you will see '1' in the AB Chat Test Row and the Medium column.