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.
   
   
8. An instance of the Skill Metrics Daily Report is generated.
   
   
9. Click the Run icon next to the instance of the 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.
    
    

    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.
    
    

About Report Fields