Skills & Competency
Skill taxonomy, proficiency tracking, and gap analysis
GrowthAvailable in the Growth release
Skills Tracked
13
Agents Assessed
47
+6 vs last month
Expiring Certs (30d)
3
Skill Gaps Identified
12
Agent Proficiency
| Agent | LOB | Active Listening | CRM Proficiency | AHT Management | PIPEDA Awareness | Certs |
|---|---|---|---|---|---|---|
| Marcus Chen | Customer Support EN | 4/4 | 3/4 | 3/4 | 2/3 | — |
| Priya Sharma | Collections | 3/4 | — | — | 3/3 | 1 expiring |
| Jordan Williams | Customer Support FR | 4/4 | 2/4 | — | — | — |
| Aisha Okonkwo | Collections | — | — | 3/4 | 1/3 | 2 expiring |
| Tyler Brooks | Tech Support | — | 4/4 | — | — | — |
| Carlos Reyes | Card Services | 3/4 | 3/4 | — | — | 1 expiring |
Skill Taxonomy
Communication
Active Listening4LWritten Communication4LFrench (Bilingual)5LConflict De-escalation4L
Compliance
PIPEDA Awareness3LCollections (FDCPA)3LPCI-DSS Handling3L
Technical
CRM Proficiency4LTicketing Systems4LNetwork Troubleshooting5L
Performance
AHT Management4LFCR Techniques4LUpselling4L