Skill Summary Report
Required permissions: Data Download On
The Skill Summary data download report displays skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge that have been active in the specified time period and their contact stats by day, including the number of contacts who entered the skill, the number of abandons, and SLA information.

Select Report Option
See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.
Columns
Skill_No |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign |
Start_Date |
The date within the specified time period on which the |
Total_Cnt |
The total number of contacts who entered the skill |
Total_Time |
The total amount of time in |
AvgMinutes |
The average amount of time in minutes contacts spent in the skill |
Abandon_Cnt |
The total number of contacts who abandoned the connection to the |
Abandon_Time |
The amount of time
|
AbandonRate |
The percent of contacts who entered the skill |
Agent_Cnt |
The total number of contacts who entered the |
Agent_Time |
The amount of time in seconds the contact spent conversing with an agent. |
In_SLA |
The total number of contacts who entered the skill |
Out_SLA |
The total number of contacts who entered the skill |
Service_Level |
The percent of contacts who entered the skill |