> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/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

To create a new report, follow these steps:

1. On the Reports page, select **New Report**.
2. From the list of reports, select a report type to generate. For example, **Interaction Details Report**.
3. Enter the **Report Name** and **Report Description**.
4. Select a **Time Period**.
5. Select **Data Filters**.
6. Select **Report Generation** and choose **Run On Demand** or **Schedule**, where you can create up to six schedules (only one for the Hourly option).
7. Select the desired format.
8. Enter a **Send To** address (single email address or mailing list).
9. Select **Create** to create the report.
10. Select the **Run** option to generate the report. **Run On Demand** generates the report as and when needed, while **Schedule** configures automatic generation at the specified date and time. Use the toggle to enable or disable the schedule (applies only to scheduled reports).
11. Select the option to download the report.

Contact Center AI supports filters, scheduled report runs, on-demand runs, format and filter modifications, on reports.

<Note>The red dot beside the report indicates it was generated within the last 24 hours.</Note>

<img src="https://mintcdn.com/koreai-content-gov/KNndW2raEDw6zVRK/ai-for-service/analytics/contact-center/reports/images/csv-output-skill-metrics-daily.png?fit=max&auto=format&n=KNndW2raEDw6zVRK&q=85&s=cf4a358b50ef5973ad055a0ce4bb3596" 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`               |