Skills

AKA: Skill

Statistic Name	Description	Function/Formula	API Name
Skills	Skills are abilities or qualifications that are assigned to agents. For example, the ability to speak a foreign language or possessing a license to sell insurance or mutual funds. A skill can have a proficiency level associated with it. The proficiency level ranges from 1 to 100 — 1 is the lowest level of skill and 100 is the highest level.

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Agent Quality

Agent Performance

Agent Presence Reason Detail

Agent Presence Reason Summary

Agent Status Detail

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Agent

Interaction Summary by Agent

Reason Code by Agent

Recording & Messaging by Agent