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Back to Analytics Overview 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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Generating the Report

  1. On the Reports tab, select New Report.
  2. In the list of reports, choose Skill Metrics Daily Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters (Direction, Channels, Skills).
  6. Select Report Generation and choose from the following options:
    • Run On Demand
    • Schedule — You can create up to six schedules (only one if you select Hourly). Schedule Options
  7. Select Format: CSV
  8. Enter a Send To address (single email address or mailing list).
  9. Select Create. Create Report
  10. An instance of the Skill Metrics Daily Report is generated. Report Created
  11. Select the Run icon next to the report instance. Run Report
Run On Demand: Triggers report generation immediately when selected. Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.
  1. Select the CSV icon to generate the report output. Generate Output
The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in CSV format.
The report is generated and available for download. Report Output

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Report Fields

FieldDescriptionExample
SkillName of the skill associated with conversations.”Technical Support”
DateDate in the time zone specified in the report configuration.03/27/2025
IncomingNumber of incoming conversations into the queues.250
AnsweredNumber of conversations accepted by agents.230
After Call Work (ACW)Number of conversations with non-zero ACW time.180
Total ACW timeTotal duration of ACW time across all conversations.89:35:49
Avg ACW timeAverage ACW time across all conversations (divided by ACW count).89:35:49
HoldsNumber of holds across all answered conversations.75
Total Hold DurationTotal duration of all holds across all conversations.7:16:09
Avg Hold DurationTotal Hold Duration / Answered.3:08:04
Total Talk TimeTotal time between agent and customer minus hold time and snooze time.0:28:53
Avg Talk TimeTotal Talk Time / Answered.0:05:47
Total Handle TimeSum of (total time between agent and customer from start to end + ACW time).90:05:30
Avg Handle TimeTotal Handle Time / Answered.18:01:06
Avg CSATCSAT score (1–5) / sessions.4.2