> ## 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.
# Queue Metrics Interval Report
[Back to Reports List](/ai-for-service/analytics/contact-center/reports/reports-list)
The Queue Metrics Interval Report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours), including service level data highlighting both met and unmet targets.
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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.
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## Report Fields
### Key Fields
| Field | Description |
| ------------ | ----------------------------------------------- |
| `Date` | The date |
| `Start Time` | Start time of the interval (`format: NN am/pm`) |
| `Queue` | Name of the queue |
| `Channel` | Channel type (Voice, Chat, etc.) |
### Data Fields
| Field | Description |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `Offered` | Number of calls offered during this interval. |
| `Answered` | Number of calls answered during this interval. |
| `Calls Answered within Threshold` | Number of calls answered within the Required Service Level (RSL) time threshold. |
| `Calls Answered Beyond Threshold` | Number of calls answered after the RSL time threshold. The answer event must be within the time bucket. |
| `Abandoned in Queue` | Number of calls abandoned in this queue during this interval. |
| `Calls Abandoned within Threshold` | Number of calls abandoned within the RSL time threshold. The abandon event must be within the time bucket. |
| `Calls Abandoned beyond Threshold` | Number of calls abandoned after the RSL time threshold. The abandon event must be within the time bucket. |
| `Abandoned Time` | Total time that abandoned-in-queue calls waited before being abandoned during this interval. |
| `Average Abandoned Time` | Average time that abandoned-in-queue calls waited before being abandoned during this interval. The denominator is the number of calls abandoned in a queue. |
| `Transferred Out` | Number of calls transferred from this queue to other queues during this interval. |
| `Terminated` | Number of calls terminated in this queue during this interval. |
| `Average Duration` | Average duration of calls (from session start to session end) for all conversations completed in this interval, not counting ACW. |
| `Average Talk Time` | Total talk time during this interval (excluding hold time, ACW, and snooze time) / number of answered calls, for all conversations completed in this interval. |
| `Average ACW` | Average ACW time for all conversations with non-zero ACW time, for all conversations completed in this interval. |
| `Conversations with ACW` | Count of conversations with non-zero ACW time, for all conversations completed in this interval. |
| `ASA` | Average speed to answer (average queue wait time) for all conversations completed in this interval. |
| `Average Handle Time` | Average handle time for all conversations completed in this interval. |
| `Average Messages` | Count of all messages for all conversations completed in this interval / answered conversations. |
| `Average Saved Messages` | Count of all saved (standard) messages for all conversations completed in this interval / answered conversations. |
| `Average CSAT` | Average CSAT on all calls / number of calls with CSAT info, for all conversations completed in this interval. |
| `Service level %` | Calls answered within the threshold / offered calls. |
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