> ## 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 Metrics Daily Report

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The Agent Metrics Daily Report is a daily summary of agent performance metrics, by channel.

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## Generate and Manage the Report

Refer to [Creating a New Report](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#creating-a-new-report) for instructions on generating this report.

Refer to [Manage Reports](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#manage-reports) for instructions on managing this report.

The report is available for download.

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/reports/images/agent-metrics-daily-report-output.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=c78e3ab4ff7afe99cbed9426ca679d4a" alt="Agent Metrics Daily Report Output" width="1000" height="597" data-path="ai-for-service/analytics/contact-center/reports/images/agent-metrics-daily-report-output.png" />

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## Report Fields

| Field            | Description                                                     | Example        | Weekly Summary | Monthly Summary |
| ---------------- | --------------------------------------------------------------- | -------------- | -------------- | --------------- |
| `Date`           | Date `(12:00 AM-11:59 PM)`-figures grouped by Date and Channel. | `2023-01-25`   | NA             | NA              |
| `Channel`        | Name of the channel.                                            | `Channel name` | NA             | NA              |
| `Sessions`       | Number of conversations accepted by the agent.                  | `84`           | NA             | NA              |
| `Total ACW`      | Total time the agent spent in After Call Work (ACW).            | `323:21:23`    | NA             | NA              |
| `Average ACW`    | Total ACW / Sessions.                                           | `323:21:23`    | SUM            | SUM             |
| `Holds`          | Number of times the agent placed conversations on hold.         | `63`           | AVG            | SUM             |
| `Total Hold`     | Total time the agent placed conversations on hold.              | `323:21:23`    | SUM            | SUM             |
| `Average Hold`   | Total Hold / Sessions.                                          | `323:21:23`    | SUM            | SUM             |
| `Total Handle`   | Sum of all handle times for each conversation by the agent.     | `323:21:23`    | SUM            | SUM             |
| `Average Handle` | Total Handle / Sessions.                                        | `323:21:23`    | AVG            | AVG             |
| `Transfers`      | Number of conversations transferred from the agent.             | `39`           | SUM            | SUM             |
| `Transfer %`     | (Transfers / Sessions) \* 100.                                  | `38%`          | AVG            | AVG             |
| `Average CSAT`   | Sum of all CSAT values (1-5) / Number of sessions with scores.  | `4.32`         | AVG            | AVG             |

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