Competency frameworks are created for each job role, against which key agent skills & knowledge are assessed   Agent skills are assessed using a combination of online tests & observational feedback from staff, team leaders, training team etc.   Assessments can incorporate text, graphics & multimedia content - recorded or live calls can also be rated & scores incorporated into overall score   Assessment results can be combined with agent performance data stored in ACD systems (customer IVR feedback, call outcomes, durations, transfers, FCR etc.)

Using questions authored by the contact centre's Learning & Development staff, Skills Manager assesses agent skills and knowledge. Assessments combine objective online tests, delivered directly to the agents as scheduled, with subjective observational feedback from agents, team leaders, trainers etc. No specialist technical skills are required to design and author the assessments.

To increase the accuracy of the skills assessment, Skills Manager can also include other agent performance data from external sources - for example; data from recorded/live call analysis, sales data from CRM systems, call handling data from ACD systems such as Genesys, or performance data from performance management systems.