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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Original Message:
Sent: 10-13-2020 23:43
From: Vaun McCarthy
Subject: View interactions by skill level answered?
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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