# ACD Skills Calls Breakdown 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 Abandoned Overflowed outgoing Transferred outgoing Overflowed incoming Transferred incoming Rejected Deflected outgoing Recovered ACD calls External answered External abandoned External overflowed Internal answered Internal abandoned Internal overflowed Example report printout: