Genesys Cloud (formerly PureCloud)

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View interactions by skill level answered?

  • 1.  View interactions by skill level answered?

    Top 25 Contributor
    Posted 6 days ago
    Is there any view or report that will show me an interactions list and what skill level the call was at?  Currently I'd have to look individually at the agent that took the call to manually get that information per interaction.  In order to really see how "best available skill" option is performing it would be nice to be able to see how often calls are having to get answered by lower skill levels due to the higher ones being unavailable/busy.
    #Reporting/Analytics

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: View interactions by skill level answered?

    GENESYS
    Posted 5 days ago
    Vaun - when you say 'skill level' - are you asking for the skill proficiency for a particular skill when for the answering agent?  (for instance skill = Support, proficiency = 5 stars)

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: View interactions by skill level answered?

    Top 25 Contributor
    Posted 5 days ago
    Sorry, yes - proficiency.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: View interactions by skill level answered?

    GENESYS
    Posted 5 days ago
    This is not data we publish today along with the assignment information Vaun.  I'll need to discuss with our team to see what options we have and get back to you.

    thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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