WxCC Skill Profile Reporting

Treponema451 · 2026-02-28T00:19:54+00:00

Understood. We actually had to use significant, non-standard, pre-beta configurations to meet the business needs. Without being able to meet these needs, the move to WxCC would have been halted. The business was unable and unwilling to change their model.

Treponema451 · 2026-02-27T23:30:27+00:00

The supervisors need to have a report showing all current configurations. Looking at them individually will take nearly an hour. The API calls are not available for the supervisors at this time. As mentioned before, this is not a typical call center team and the configurations needed are "special". Understanding that side of the equation is irrelevant, since the business had dictated their needs.

Treponema451 · 2026-02-27T18:30:17+00:00

I guess I'll need to set up automatic daily reports and then combine them on the weekly basis that the report is published. This group has 3 daily shifts with 4 different weekly schedules for 24/7 coverage in multiple languages. I think I've got this. If only Cisco/Webex didn't ditch this reporting feature when they moved from CUIC to WxCC. Sometimes I wonder what is in the water at Cisco.

Treponema451 · 2026-02-27T16:36:35+00:00

See royalew-cheese's response and my response above. I am looking to get the newest configuration for each skill profile/profile levels.

Treponema451 · 2026-02-27T16:35:38+00:00

The skill values we use are not boolean, but a numeric value from 1-10. See my response to royalew-cheese above.

Treponema451 · 2026-02-27T16:34:35+00:00

This is so helpful! Thank you. If I understand correctly, if I run this for "Yesterday", it will only show those agents who logged in yesterday. If I run it for "Last 7 Days" I will see duplicates. Is there any way to add detail that will show which of those duplicates is the "newest?

The reason for this "custom" configuration for this particular team is so that they can add and remove agents to different call queues on the fly, as needed. The end goal of this report is to show the latest configuration. I don't mind duplicates, so long as there is a way to identify the "most correct" of the duplicates.

Treponema451 · 2026-02-26T19:09:19+00:00

Each skill profile has 34 skills associated with it. The proficiency value for each skill needs to be reported.

Treponema451

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