Reports

Agent Skill Report

Agent Skill Report provides the ability to view agent skills in the Agent reports under the Review tab and on the Monitor tab. Inbound calls use the agent skill parameter to route calls to the appropriate agents. Agent Skill report provides how those calls are handled at the agent skill level. The report provides statistics for agent skills at the agent skill, call center, and service levels.  The report provides a clear picture of how the calls for each agent skill are being handled, their results, and how agents are faring in handling them. 

The Agent Skill Report contains call-handling statistics based on agent skills. You can now filter the report by the call center, service, agent or agent skill, and group by agent or service. This report can generate data for up to 3 days at a time. To view the Agent Skill Report on the LiveVox Portal, navigate to Review > Agent Reports > Agent Skill Report.

For more information, see Agent Skill Report.