Skill Proficiency Report
This report provides insight into agent proficiencies for all ACD skills. 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.
View Proficiency Average by Skill
This bar chart shows the average proficiency score of all agents assigned to each ACD skill. 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 skill.
Data in this Report
A detailed table shows a list of ACD skills 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.