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Skill Metrics Daily Report

Generating Skill Metrics Daily Report

The Skill Metrics Daily Report provides a daily summary of performance based on conversation skills. This report groups data by Skill and Day, with no grouping by channel or direction.

To generate a Skill Metrics Daily Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the 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:
    1. Schedule
      • Run On Demand
      • Schedule
    2. Select Format
      • CSV
    3. Send To (single email address or mailing list)

  7. Click Create.
    Create Report

  8. An instance of the Skill Metrics Daily Report is generated.
    Report Created

  9. Click the Run icon next to the instance of the report.
    Run Report

    While generating reports, you have two options: Run On Demand and Schedule.
    Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
    Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later, then it will automatically be generated on the scheduled day and time without the need to click Run.

  10. Click the CSV icon and generate the output of that report, as shown below.
    Generate Output

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in CSV format.

    The Skill Metrics Daily Report is generated.
    Report Output

About Report Fields

Field Description Example
Skill Name of the skill from each skill associated with conversations. "Technical Support"
Date Date in the time zone specified in report configuration. 03/27/2025
Incoming Number of incoming conversations into the SmartAssist 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 spent across all conversations. 89:35:49.000
Avg ACW time Average ACW across all conversations (divided by ACW). 89:35:49.000
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 - hold time - 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 (Start to End) + ACW time). 90:05:30
Avg Handle Time Total Handle Time / Answered. 18:01:06
Avg CSAT CSAT in numbers (1-5) / sessions. 4.2