Skill Metrics Daily Report

Back to Reports List The Skill Metrics Daily Report provides a daily summary of performance based on conversation skills, grouped by Skill and Day with no grouping by channel or direction.

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Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.

Report Fields

Field	Description	Example
`Skill`	Name of the skill associated with conversations.	`Technical Support`
`Date`	Date in the time zone specified in the report configuration.	`03/27/2025`
`Incoming`	Number of incoming conversations into the queues.	250
`Answered`	Number of conversations accepted by agents.	230
`After Call Work (ACW)`	Number of conversations with non-zero ACW time.	180
`Total ACW time`	Total duration of ACW time across all conversations.	`89:35:49`
`Avg ACW time`	Average ACW time across all conversations (divided by ACW count).	`89:35:49`
`Holds`	Number of holds across all answered conversations.	75
`Total Hold Duration`	Total duration of all holds across all conversations.	`7:16:09`
`Avg Hold Duration`	Total Hold Duration / Answered.	`3:08:04`
`Total Talk Time`	Total time between agent and customer minus hold time and snooze time.	`0:28:53`
`Avg Talk Time`	Total Talk Time / Answered.	`0:05:47`
`Total Handle Time`	Sum of (total time between agent and customer from start to end + ACW time).	`90:05:30`
`Avg Handle Time`	Total Handle Time / Answered.	`18:01:06`
`Avg CSAT`	CSAT score (1-5) / sessions.	`4.2`

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​Report Fields

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Report Fields