> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Skill Metrics Daily Report

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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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## Generate and Manage the Report

Refer to [Creating a New Report](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#creating-a-new-report) for instructions on generating this report.

Refer to [Manage Reports](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#manage-reports) for instructions on managing this report.

The report is available for download.

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/reports/images/csv-output-skill-metrics-daily.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=041ecdf7adbe309d29a67985a2cbd943" alt="Skill Metrics Daily Report Output" width="1766" height="254" data-path="ai-for-service/analytics/contact-center/reports/images/csv-output-skill-metrics-daily.png" />

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## 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`               |