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Webex CC - Report Customization using any Skill as entity

Problem Statement:

Business would like to be able to set up reports - specifically real time reports based on all agents in a particular back up skill which is not available currently as a filter

Supervisor requires a real time report to show the agent status and they are hoping that this report can only show the agents who have the super skill (BACKUPSKILL), example for UK that is all agents one with SCCSALL. There are already a number of agent real-time reports but Supervisor need the one created only showing those that have the back up skill.

Currently only primary skill of an agent can be picked up as an entity to report on.

Tenant Name - Maersk

Further insights from operational prospective - Supervisor requires a real time report to show the agent status and they are hoping that this report can only show the agents who have the super skill (BACKUPSKILL), example for UK that is all agents one with SCCSALL. There are already a number of agent real-time reports but Supervisor need the one created only showing those that have the back up skill.

Currently only primary skill of an agent can be picked up as an entity to report on.skill data for agent is not available for the report.

  • rohit pisal
  • Jun 14 2021
Contact Center
  • Amelia Busby commented
    November 09, 2021 10:00

    Hi guys, so this would be considered as part of 2.0 right. If you have mock ups for skill based reports ready some time soon that would be useful.

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  • Rares Grosu commented
    November 04, 2021 13:56

    Hi team, is this already considered on the product roadmap ? It is becoming quite critical to be able to check the skill of the agents while calls are being delivered to queues. Thanks

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