The Skill row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	A Contact Center skill (queue).
To Expect	One skill per row.

Metrics

The Skill row type offers 100 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`ACW Count`	The number of times an agent entered the After Call Work (ACW) state, within a report row's scope.
`ACW Duration`	The total length of time an agent spent in the After Call Work (ACW) state, within a report row's scope.
`Abandoned Call Count`	The number of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls Percent`	The percentage of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls in Queue Percent`	The percentage of calls, within a report row's scope, that were abandoned specifically while waiting in queue.
`Abandoned Chat Count`	The number of external web chats, within a report row's scope, that ended in any event other than "chatting".
`Abandoned Chats Percent`	The percentage of external web chats, within a report row's scope, that ended in any event other than "chatting."
`Abandoned Wait Duration`	The total, maximum, minimum, or average length of time a caller waited before abandoning the call, within a report row's scope.
`Aborted Callback Count`	The number of scheduled queue callbacks that were aborted before an attempt was made, within a report row's scope.
`Aborted Callback Percent`	The percentage of scheduled queue callbacks that were aborted before an attempt was made, within a report row's scope.
`Accepted Callback Count`	The number of scheduled queue callbacks that were accepted, within a report row's scope.
`Accepted Callback Percent`	The percentage of scheduled queue callbacks that were accepted, within a report row's scope.
`Agent Speed of Answer`	The total, maximum, minimum, or average length of time it took an agent to answer a ringing call, within a report row's scope — measured as the ringing time tied to that agent before the call's first Talking event. Only counts events associated with a specific agent; use `Speed of Answer` to also include auto-attendant or queue time.
`Answered Call Count`	The number of calls, within a report row's scope, that included at least one Talking event.
`Answered Calls Percent`	The percentage of calls, within a report row's scope, that included at least one Talking event.
`Answered Chat Count`	The number of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Answered Chats Percent`	The percentage of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Average Calls per Hour`	The average number of calls a report row's scope participated in per hour, over the report's selected time frame.
`Average Chats per Hour`	The average number of chats a report row's scope participated in per hour, over the report's selected time frame.
`Average Daily Call Count`	The average number of calls a report row's scope participated in per day, over the report's selected time frame.
`CC Call Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent ready to take a call on the Contact Center voice channel.
`CC Chat Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent ready to take a chat on the Contact Center chat channel.
`Call Count`	The total number of calls attributed to a report row's scope.
`Call Count with Event Sequence`	The number of calls, within a report row's scope, whose events matched a specified sequence.
`Call Duration`	The total, maximum, minimum, or average length of a call from start to end, within a report row's scope.
`Call Duration with Event Sequence`	The total, maximum, minimum, or average length of calls, within a report row's scope, whose events matched a specified sequence.
`Call Event Count`	The number of events of a specified type associated with a report row's scope.
`Call Event Duration`	The total, maximum, minimum, or average duration of events of a specified type associated with a report row's scope.
`Canceled Callback Count`	The number of scheduled queue callbacks that were canceled, within a report row's scope.
`Canceled Callback Percent`	The percentage of scheduled queue callbacks that were canceled, within a report row's scope.
`Chat Count`	The number of inbound web chats attributed to a report row's scope.
`Chat Duration`	The total, maximum, minimum, or average duration of web chats attributed to a report row's scope.
`Chat Offer Duration`	The total, maximum, minimum, or average time a chat spent waiting to be offered to an agent, within a report row's scope.
`Chat Speed of Answer`	The total, maximum, minimum, or average time it took to answer a presented chat, within a report row's scope.
`Chats including Phrase Count`	The number of chat sessions, within a report row's scope, in which a configured key word or phrase was used.
`Chats including Phrase Percent`	The percentage of chat sessions, within a report row's scope, in which a configured key word or phrase was used.
`Completed Email Count`	The number of emails, within a report row's scope, that an agent marked complete.
`Email Count`	The number of emails attributed to a report row's scope.
`Email Duration`	The total, maximum, minimum, or average length of time an email remained open before being resolved, within a report row's scope.
`Email Event Count`	The number of email-handling events of a specified type associated with a report row's scope.
`Email Event Duration`	The total, maximum, minimum, or average duration of email-handling events of a specified type associated with a report row's scope.
`Email Focused Duration`	The total, maximum, minimum, or average length of time an agent spent actively viewing or drafting a response to an email in their active media pane, within a report row's scope.
`Email On Hold Duration`	The total, maximum, minimum, or average length of time an email sat unattended in an agent's active media pane, within a report row's scope.
`Email Pending Agent Review Duration`	The total, maximum, minimum, or average length of time an email waited for an agent to begin reviewing it after being assigned, within a report row's scope.
`Email Response Count`	The number of replies sent for emails, within a report row's scope.
`Final Skill Call Count`	The number of times a report row's scope was the final skill on a call — the last skill tied to an event in that call.
`Final Skill Chat Count`	The number of times a report row's scope was the final skill on a chat — the last skill tied to an event in that chat.
`Handled Call Count`	The number of calls, within a report row's scope, that included a Talking event tied to that scope.
`Handled Call Duration`	The total, maximum, minimum, or average duration of calls, within a report row's scope, that included a Talking event tied to that scope.
`Inbound Call Count`	The number of inbound calls attributed to a report row's scope — calls that originated outside the phone system and dialed in. May include calls the scope never had a chance to act on, such as one that went straight to voicemail; use `Presented Call Count` to exclude those.
`Inbound Call Duration`	The total, maximum, minimum, or average duration of inbound calls attributed to a report row's scope.
`Inbound Talking Duration`	The total, maximum, minimum, or average duration of Talking events on inbound calls, within a report row's scope.
`Initial Skill Call Count`	The number of times a report row's scope was the initial skill on a call — the first skill tied to an event in that call.
`Initial Skill Chat Count`	The number of times a report row's scope was the initial skill on a chat — the first skill tied to an event in that chat.
`Internal Call Count`	The number of internal calls — extension to extension, staying entirely within the phone system — attributed to a report row's scope.
`Is Scored`	Whether a given call has been graded by an AutoQA evaluation. Shown as a check mark when true; also usable as a report filter to limit a report to only scored calls.
`MCW Count`	The number of times a report row's scope entered the Missed Call Work (MCW) state — triggered when a call is presented to that scope within a skill and goes unanswered.
`MCW Duration`	The total, maximum, minimum, or average length of time a report row's scope spent in the Missed Call Work (MCW) state — entered when a call is presented within a skill and goes unanswered.
`Max Agents Logged Into Skill`	The largest number of agents simultaneously logged into a report row's scope, at any point during the selected time frame.
`Max Agents with Call Channel Ready`	The largest number of agents simultaneously ready to take a call for a report row's scope, at any point during the selected time frame.
`Max Calls Pending Callback`	The largest number of callers simultaneously waiting on a scheduled queue callback for a report row's scope, at any point during the selected time frame.
`Max Calls in Queue`	The largest number of calls simultaneously waiting in queue for a report row's scope, at any point during the selected time frame.
`Max Chats in Queue`	The largest number of chats simultaneously waiting in queue for a report row's scope, at any point during the selected time frame.
`Missed Call Count`	The number of calls, within a report row's scope, that rang without ever being answered by that scope — the call included a Ringing event but no Talking event tied to it. A call must first be presented (ring, or for a group/skill, enter queue) to count as missed; one that went straight to voicemail doesn't count. A call that rang more than once but was eventually answered counts as answered, not missed, and a call missed by one agent still counts as missed for that agent even if a different agent later answered it.
`Missed Calls Percent`	The percentage of calls, within a report row's scope, that were missed — rang without ever being answered by that scope. See `Missed Call Count` for exactly what counts as missed.
`Missed Chat Count`	The number of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Missed Chats Percent`	The percentage of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Negative Sentiment Percent`	The percentage of a call's transcribed lines scored Negative by AI sentiment analysis — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`Outbound Call Count`	The number of outbound calls attributed to a report row's scope — calls placed from inside the phone system to an external number.
`Outbound Call Duration`	The total, maximum, minimum, or average duration of outbound calls attributed to a report row's scope.
`Outbound Connected Call Count`	The number of outbound calls, within a report row's scope, that connected with the external party.
`Outbound Talking Duration`	The total, maximum, minimum, or average duration of Talking events on outbound calls, within a report row's scope.
`Overflowed Call Count from Skill`	The number of calls that overflowed out of a report row's scope to another skill after going unanswered.
`Overflowed Call Count to Skill`	The number of calls that overflowed into a report row's scope from another skill after going unanswered there.
`Positive Sentiment Percent`	The percentage of a call's transcribed lines scored Positive by AI sentiment analysis — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`Presented Call Count`	The number of calls, within a report row's scope, that at least rang (or, for a group/skill scope, entered queue) — meaning that scope had a chance to answer, whether or not it did. A call that went straight to voicemail without ringing or queuing doesn't count.
`Presented Chat Count`	The number of external web chats, within a report row's scope, that were presented and had a chance to be accepted, whether or not they were.
`Presented Email Count`	The number of emails, within a report row's scope, that were assigned and had a chance to be handled, whether or not they were.
`Queue Duration`	The total, maximum, minimum, or average duration of Queue events, within a report row's scope.
`Queue Offer Duration`	The total, maximum, minimum, or average time a call spent in queue before being offered to an agent, within a report row's scope.
`Queued Call Count`	The number of calls that entered queue, within a report row's scope.
`Queued Chat Duration`	The total, maximum, minimum, or average length of time chats spent waiting in queue before being offered to an agent, within a report row's scope.
`Queued Email Count`	The number of emails that entered queue, within a report row's scope.
`Queued Email Duration`	The total, maximum, minimum, or average length of time emails spent waiting in queue before being assigned to an agent, within a report row's scope.
`Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent Ready for a skill — logged in, not in a DND state, and not currently on a call.
`Scheduled Callback Count`	The number of calls that entered queue and requested a scheduled callback, within a report row's scope, through the Queue Callback feature.
`Scheduled Callback Percent`	The percentage of calls that entered queue and requested a scheduled callback, within a report row's scope, through the Queue Callback feature.
`Session Parameter Boolean`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a true/false value to match how it was captured.
`Session Parameter Decimal`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a numeric value to match how it was captured.
`Session Parameter Duration`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a duration/time value to match how it was captured.
`Session Parameter Percent`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a percentage value to match how it was captured.
`Skill Login Duration`	The total, maximum, minimum, or average length of time a report row's scope spent logged into (enabled for) a Contact Center skill.
`Skill Speed of Answer`	The total, maximum, minimum, or average time it took agents in a skill to answer a call, within a report row's scope — measured as ringing and queue time tied to that skill before the call's first Talking event.
`Snoozed Callback Count`	The number of scheduled queue callbacks that were snoozed — postponed to a later time — within a report row's scope.
`Snoozed Callback Percent`	The percentage of scheduled queue callbacks that were snoozed — postponed to a later time — within a report row's scope.
`Spam Email Count`	The number of emails, within a report row's scope, marked as spam by an agent.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Time to Accepted Callback`	The total, maximum, minimum, or average time it took a scheduled callback to be accepted, within a report row's scope.
`Unaccepted Callback Count`	The number of scheduled callbacks that went unaccepted when CCaaS attempted to call back, within a report row's scope.
`Unaccepted Callback Percent`	The percentage of scheduled callbacks that went unaccepted when CCaaS attempted to call back, within a report row's scope.