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  • 1.  View interactions by skill level answered?

    Posted 10-13-2020 23:43
    No replies, thread closed.
    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?

    Posted 10-14-2020 10:04
    No replies, thread closed.
    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


  • 3.  RE: View interactions by skill level answered?

    Posted 10-14-2020 13:29
    No replies, thread closed.
    Sorry, yes - proficiency.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 4.  RE: View interactions by skill level answered?

    Posted 10-14-2020 17:54
    No replies, thread closed.
    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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    Original Message


  • 5.  RE: View interactions by skill level answered?

    Posted 07-13-2021 18:00
    No replies, thread closed.
    Hi Chris

    Did you get any feedback on this last year at all?

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    Vaun Mccarthy
    NTT New Zealand Limited
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    Original Message


  • 6.  RE: View interactions by skill level answered?

    Posted 01-16-2024 07:27
    No replies, thread closed.

    Morning Chris,

    today my customer asking me the same question and I tried to search and google point me to this thread .

    I also need the agent skill proficiency report



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    Alex Goh
    Intel de Costa Rica
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    Original Message


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