Report source: DW
Report refresh rate: 5 minutes
The Skill Proficiencies Detail report gives a list of agents in a tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, their 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.
In the report image above, the first column shows the agent name and their respective agent ID in parentheses. The subsequent columns list Campaign Name, Skill Name, and skill Proficiency. The report allows users to filter by campaign, skills, teams, and agents. The color coding of agents' proficiencies makes the proficiencies easily identifiable.