# ACD Agents Skill Handling This report has the following Group By options: Agent:Skill Agent:Skill:Year Agent:Skill:Year:Month Agent:Skill:Year:Month:Day Year:Agent:Skill Year:Month:Agent:Skill Year:Month:Day:Agent:Skill It includes the following information: Offered Answered Avg. Answer Avg. Call Time Service Level % Calls That Queued Abandoned Avg. Abandon Longest Answer Longest Abandon Longest Talk Longest Call Example report printout: