> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/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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## Generate and Manage the Report

To create a new report, follow these steps:

1. On the Reports page, select **New Report**.
2. From the list of reports, select a report type to generate. For example, **Interaction Details Report**.
3. Enter the **Report Name** and **Report Description**.
4. Select a **Time Period**.
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.
8. Enter a **Send To** address (single email address or mailing list).
9. Select **Create** to create the report.
10. Select the **Run** option to generate the report. **Run On Demand** generates the report as and when needed, while **Schedule** configures automatic generation at the specified date and time. Use the toggle to enable or disable the schedule (applies only to scheduled reports).
11. Select the option to download the report.

Contact Center AI supports filters, scheduled report runs, on-demand runs, format and filter modifications, on reports.

<Note>The red dot beside the report indicates it was generated within the last 24 hours.</Note>

[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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