# Genesys Quality Management Suite 8.1.520 : Agent Skills Report

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## Setting up an Agent Skills Report

This report enables the user to select an agent and access the results of their evaluations with a specified questionnaire in graphical and statistical form over a period of time. A team leader taking over a team, for example, can use this report to identify where agents need to improve their performance and therefore develop coaching and training priorities to deliver this improvement.

To set up an Agent Skills report:

1. Select Reports > Agent Skills in the left-hand menu.
   The Agent Skills tab opens.
2. Select an agent group from the Group drop-down.
3. Select an agent from the Agent drop-down.
4. Select a questionnaire from the Questionnaire drop-down.
   Enter a Target Score: This draws a line on the report clearly dividing results above and below the target.
   Click Calculate Report.
   The Agent Skills report displays.

### Setting the Date Range for the Report

By default the report displays the last six months. At the top of the report is a zoom.

Click a different range on the zoom to see a shorter period if the evaluations are close together or a longer range if the evaluations are further apart. It is also possible to change the date range using the date range bar at the bottom of the report.

The date range scale bar displays all the data from when the questionnaire was first used. The default date range shows the last six months of data. Use the date range scale bar at the bottom of the screen to change the date range.

Point and click inside highlighted area to drag the selection to see earlier data.

Drag the start and end limits in or out to extend the date range.

### Switching between chart and table view

To switch between chart and table view click on table or chart button in top right corner of the report.

Table view contains results used for displaying the chart, the same results are used for export to Excel.

### Selecting Individual Results Using the Legend

The legend initially shows each question group. Use the legend checkboxes to select a question group or groups to highlight. All other groups are grayed out. Click Deselect All to deselect all then view individual question group scores selecting their checkboxes. Click Select All to select all the question groups.

Point the mouse at a data series point along the line where there is an anomaly and the chart displays information including the date, the score, and the difference from the target for that point in a tool tip.

The dashed lines shown are the average scores.

Point to a question group on the legend to highlight that group and gray out the others momentarily even if it is unselected.

### Drilling down to Question Level

Click the question group in the legend or double click anywhere on that group's data point line to drill down to see the results for the questions in that group.The selected time range still applies to the drill down.

Click questionnaire name in the top left hand corner to drill back up to the top level.

To export the report as an Excel Spreadsheet Click Export.

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