Description:

In the current Staffing Heatmap export options, we can export data by channels, queues, and sites. However, the heatmap itself also allows us to view staffing levels by Skill, which is not currently available as an export option.

Our setup includes agents distributed across multiple sites and queues, but we also use three core headline skills: T1, T2, and T3. Combined, these represent our total agent population (T1 + T2 + T3 = Total).

The ability to isolate and view staffing specifically for a single skill—such as only T1—is extremely valuable within the heatmap UI. However, because this view cannot be exported, we cannot use it for external reporting or integrate it into other dashboards.

Requested Enhancement:

Add Skill as an export option in the Staffing Heatmap so users can export and analyse staffing levels for individual skills (e.g., T1 only) outside the tool.