# ACD Agents Skill Breakdown 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 Abandoned Overflowed outgoing Transferred outgoing Transferred incoming Picked-up Rejected Deflected outgoing Short calls Short abandons Example report printout: