Skill Proficiency

Skills can have a proficiency setting enabled, and agents with that skill have their proficiency levels assigned. The proficiency level indicates the agent's experience or strengths with a skill and can be used for routing interactions to appropriate resources. For example, a standard Support request may only require the Support skill assignment, but an escalated request may require a proficiency of at least 75.

The proficiency range available in CxEngage is between 1 and 100, however that can vary by skill based on customer needs. For example, a typing skill can have a rating of 1 to 100, where 25 could indicate novice or beginner level for a user and 95 indicate high proficiency and expert levels. The same user can have a Spanish speaking skill assigned with a rating of 1 to 5, where 3 could indicate functional use of the language and 5 indicate that they are a native speaker.

Skill proficiency is enabled at the skill level but assigned at the user level.

Enabling Skill Proficiency

Expand the applicable section for information on how to enable proficiency settings.

Assigning Skill Proficiency

A user's proficiency level is set and assigned when the skill is added to the user's profile.

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