> ## 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 Summary Report

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The Queue Metrics Summary Report is a daily summary of queue load and performance information.

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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/queue-metrics-summary-report-output.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=32fcbbfb430c11ea292ed271e4df4720" alt="Queue Metrics Summary Report Output" width="1000" height="682" data-path="ai-for-service/analytics/contact-center/reports/images/queue-metrics-summary-report-output.png" />

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## Report Fields

| Field        | Description                                                                             | Example      | Weekly Summary | Monthly Summary |
| ------------ | --------------------------------------------------------------------------------------- | ------------ | -------------- | --------------- |
| `Date`       | Date for which metrics are being consolidated.                                          | `01/31/2023` | NA             | NA              |
| `Offered`    | All conversations that entered this queue.                                              | 2            | SUM            | SUM             |
| `Answered`   | All conversations accepted by agents in this queue.                                     | 2            | SUM            | SUM             |
| `Abandoned`  | All conversations abandoned by callers while in this queue or with agents.              | 1            | SUM            | SUM             |
| `Abandon %`  | Number abandoned / Number offered \* 100.                                               | 50           | SUM            | SUM             |
| `ASA`        | Average Speed to Answer-average wait time in a queue.                                   | `00:00:11`   | SUM            | SUM             |
| `Talk time`  | Average talk time-time agents in this queue spent interacting with the end user.        | `00:00:11`   | SUM            | SUM             |
| `ACW`        | Average duration of After Contact Work performed by each agent for calls on this queue. | `00:00:11`   | SUM            | SUM             |
| `AHT`        | Average Handle Time for each agent for calls on this queue.                             | `00:00:11`   | SUM            | SUM             |
| `Hold time`  | Average hold time for all calls while in this queue.                                    | `00:00:11`   | SUM            | SUM             |
| `Transfers`  | Number of conversations transferred from this queue.                                    | 50           | SUM            | SUM             |
| `Transfer %` | Number transferred / Number offered \* 100.                                             | 6            | SUM            | SUM             |

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