# ACD Skills Analysis This report has the following Group By options: Skill Skill:Year Skill:Year:Month Skill:Year:Month:Day Year: Year:Skill Year:Month:Skill Year:Month:Day:Skill It includes the following information: Offered Answered Avg. Answer Avg. Call Time Service Level % Calls That Queued Abandoned Avg. Abandon Transferred In Transferred Out Overflowed Out All Agents Busy Max. Wait Time No Logged On Agents Overflowed In Longest Queue Longest Answer Longest Abandon Short Calls Short Abandons Picked Up Passed to Non ACD Rejected Deflected Example report printout: