RM will provide the skilling maps for approval at the beginning of each month. All Skilling map approvals need to be done by the 15th of each month. The full audit process needs to be completed by the last day of each month.
This process needs to be completed before the steps below to ensure we have the correct skilling map to audit against.
- For Collections – Director(s) of Collections LOB to approve the Collections Skilling Map via email with CC to Adam, Monika, Wes, Cris, [email protected] and Fressy on a monthly basis.
- For Customer Service and Resolution Specialists – Director of CS to approve CS and RS Skilling Map via email with CC to Adam, Monika, Wes, Cris, [email protected] and Fressy on a monthly basis.
- For Merchant Support and Loans – Director of MS and Loan to approve the MS and Loan Skilling Maps via email with CC to Adam, Monika, Wes, Cris, [email protected] and Fressy on a monthly basis.
**Any amendments or adjustments to skilling need to go through RM ticketing for documentation
Navigate to Reporting>Prebuilt Reports:
Scroll down and find the report titled “Skill Proficiencies Detail”
Expand the “Show Options” section. Click the “+” to the right of Teams. Select the team you would like to audit first (it is highly recommended you only do 1 team at a time on this report so it doesn’t time out. This will also help you keep track of who you have checked). Click “Run Report”.
Scroll down to see results. Click the little floppy icon to download the report:
This will list each person on the team on the left, the campaign the skill is a part of, the skill name and the level of Proficiency.
On teams that have a flat proficiency (all skills have the same proficiency number), it will list them all as “Medium”.
On a team that has skills that vary, it will say High, Medium or Low. For example, current process has the CR MS teams taking Spanish skills first and the English skills are set at a lower priority so they route to SLC MS first and CR MS can catch the overflow. On this report, for a CR MS team, the Eng skills will show “Low” proficiency and the Span skills will show a “Medium” proficiency:
Compare this report to the appropriate Skill Map for the team you are auditing.
If you run into any changes that need to be made, or if you have to verify proficiency, you will need to navigate to Admin>Users:
Search for the agent in question and click on their name. Go to the Skills tab on their profile:
On this screen you will see the assigned skills on top, and you can add skills on the bottom. You will also see the proficiency dropdown and the “Active” check boxes.
To remove a skill, click the check box to the left of the skill ID and click “Remove Skills” at the bottom.
When changing proficiencies, please remember to click “Save Proficiencies” at the bottom or your changes will not be saved.
To add a skill, search for the skill name in the search box under “Add Skills”. Click the check box next to the skill ID, then click “Add Skills” at the bottom. Don’t forget to update proficiencies and save if needed after adding the skill.