---
title: "Reports with the Natterbox Skills Objects"
slug: "reports-with-the-natterbox-skills-objects"
tags: ["Reporting", "Reporting FAQs"]
updated: 2025-12-12T18:30:34Z
published: 2024-04-30T09:51:28Z
canonical: "docs.natterbox.com/reports-with-the-natterbox-skills-objects"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reports with the Natterbox Skills Objects

#### Here are some common reports you can build with the Natterbox Skills Object…

#### **Q1. How can I report on a list of users by skills?**

- Report type = *Natterbox Users with User Skills and Skills*
- Filter on **Natterbox User: Created Date** = *All Time*
- Group by **Skill: Name** or **Natterbox User: Name** depending on how you want to see the info
- Add in the fields **Proficiency** or **Proficiency Value** to see the skill level.

#### **Q2. What is the average handle time of each agent by skill?**

- Report type = Call Reporting with Requested Skills and Skill
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Filter on **From Call Type** = *Connected*
- Filter on **Call Direction** = *Inbound*
- Group rows by **Skill: Name**
- Add a row-level formula
  - Label = Handle Time
  - Formula = **Wrapup Duration** + **Time Talking**
  - Change the metric to average not max
- Optional:
  - Add fields: **From Call Queue Last Queue, To Natterbox User, Wrapup Duration** and **Time Talking**

#### **Q3. How can I report on the number of abandoned calls by skills?**

*Please note: this uses the same criteria for ‘abandoned calls’ as above.*

- Report type = Call Reporting with Requested Skills and Skill
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Filter on **From Call Queue Last Disposition** = *HANGUP*
- Group rows by **Skill: Name**
- Add the fields: **From Number, From Call Queue Last Queue** and **From Call Queue Last Wait Seconds**

#### **Q4. How can I report on the number of inbound calls that went to voicemail by skill?**

- Report type = Call Reporting with Requested Skills and Skill
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Filter on **From Call Type** = *Voicemail Record*
- Group rows by **Skill: Name**
- Add the fields: **From Call Queue Last Queue** and **From Number**
- Optional:
  - Depending on whether you have enabled the press key to leave the queue, you may also want to add in **From Call Queue Last Wait Seconds** and **From Call Queue Last Disposition**. If a caller has waited the max time, they will have **From Call Queue Last Disposition** = *TIMEOUT*. If they have chosen to leave the queue, they will have **From Call Queue Last Disposition** = *ABANDONED*. You can use **From Call Queue Last Wait Seconds** to see how long they chose to stay in the queue.

#### **Q5. How can I report on the number of calls that timed-out/reached the max wait time in the call queue by skill?**

- Report type = Call Reporting with Requested Skills and Skill
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Filter on **From Call Queue Last Disposition** = *TIMEOUT*
- Group rows by **Skill: Name**
- Add the fields: **From Call Queue Last Queue**, **From Number** and **From Call Queue Last Wait Seconds**

#### **Q6. How can I report on answered inbound calls by skill?**

- Report type = Call Reporting with Requested Skills and Skill
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Filter on **From Call Type** = *Connected*
- Filter on **Call Direction** = *Inbound*
- Group rows by **Skill: Name** and then **To Natterbox User**
- Add the fields: **From Call Queue Last Queue,** **Time Talking**, **From Number**, **Contact**, **Account**, **Wrapup Label 0**, **Wrapup Duration**, **From Recording** and **To Recording**
- Optional:
  - Toggle off *Detail Rows* to see how many inbound calls were answered by skill and then by agent.