Pre-built metrics and/or ticket events for skill timeouts

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We'd like to have an overview about how often skills are expiring (in regard to Omnichannel Routing timeout feature) by ticket in Explore. As a supervisor I want this overview to monitor my agent capacity and whether the skill sets are distributed well globally.

What problem do you see this solving? (1-2 sentences) 

Currently, we use the skill timeout for the language skill type and use it to create an overflow in our support hotline via Talk. Seeing the amount of skill timeouts for as well the specific hours of the day we can evaluate in which locations we may need more agent capacity with the right language skills.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This only happened to us recently since we changed our hotline as described above. This isn't impacting our business, but evaluating this is still important to have enough agent capacity to get the best availability for our customers as possible.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Unfortunately there isn't a workaround possible since there are no events whatsoever indicating a skill is expired to set a tag for example we could use to build a custom metric for our objective. Setting manually a tag isn't a good workaround and with the amount of calls we get per day merely not possible at all.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Having a pre-built metric in Explore would help us greatly to get our goal achieved. It should contain the amount of skill expires per ticket with all the other metrics and data being available in the ticket dataset. Alternatively a new event being fired for a skill timeout can also help to build a custom metric for it.