# ACD Skills Agent Handling This report has the following Group By options: Skill:Agent Skill:Agent:Year Skill:Agent:Year:Month Skill:Agent:Year:Month:Day Year:Skill:Agent Year:Month:Skill:Agent Year:Month:Day:Skill:Agent It includes the following information: Offered Answered Abandoned Service level % Avg. answer Avg. abandon Avg. call time Longest answer Longest abandon Longest talk Longest call Example report printout: