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

# Agent Chat Metrics Report

<Badge icon="arrow-left" color="gray">[Back to Reports List](/ai-for-service/analytics/contact-center/reports/reports-list)</Badge>

The Agent Chat Metrics Report is a daily summary of agent performance metrics particularly relevant to chat conversations.

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## Generating the Report

1. On the Reports tab, select **New Report**.
2. In the list of reports, select **Agent Chat Metrics Report**.
3. Enter the **Report Name** and **Report Description**.
4. Select a **Time**.
5. Select **Data Filters**.
6. Select **Report Generation** and choose **Run On Demand** or **Schedule**, where you can create up to six schedules (only one for the Hourly option).
7. Select the desired Format (PDF or CSV).
8. Enter a **Send To** address (single email address or mailing list).
9. Select **Create** to generate the report.
10. Select the Run option to generate the report. Run On Demand generates the report immediately, while Schedule configures automatic generation at the specified date and time without manual execution.
11. Select the option to download the report.

<Note>The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF/CSV format.</Note>

The report is available for download.

[Agent Chat Metrics Report Output](/ai-for-service/analytics/contact-center/reports/images/agent-chat-metrics-report-output.png)

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## Report Fields

| Field                   | Description                                                                                                         | Example      | Weekly Summary | Monthly Summary |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------- | ------------ | -------------- | --------------- |
| `Date`                  | Date for which metrics are consolidated.                                                                            | `01/31/2023` | NA             | NA              |
| `Incoming`              | All conversations offered to this agent.                                                                            | `345`        | SUM            | SUM             |
| `Accepted`              | All conversations accepted by this agent.                                                                           | `345`        | SUM            | SUM             |
| `Abandoned`             | All conversations abandoned by callers while interacting with this agent.                                           | `345`        | SUM            | SUM             |
| `Transferred`           | Number of conversations transferred by this agent.                                                                  | `345`        | SUM            | SUM             |
| `Average Duration`      | Average duration of conversations while interacting with this agent.                                                | `00:00:11`   | AVG            | AVG             |
| `FRT`                   | Average First Response Time—from the time the agent accepts a conversation to their first response to the end user. | `00:00:11`   | AVG            | AVG             |
| `Average Response Time` | Average latency in each response between this agent and the external user.                                          | `00:00:11`   | AVG            | AVG             |
| `Average ACW`           | Average After Contact Work time performed by this agent across all conversations.                                   | `00:00:11`   | AVG            | AVG             |
| `Average CSAT`          | Average Customer Satisfaction score `(1-5)`.                                                                        | 3.28         | AVG            | AVG             |

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