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.Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
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Generate and Manage the Report
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 |