Skill Proficiencies Detail Report

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

The Skill Proficiencies Detail report lists the agents in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, their ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and their proficiency levels for each skill. You can use this report to assess how well skills are being covered and where the proficiency level for a skill may need adjustment.

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