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

# Agent Metrics Daily Report

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

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

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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>

<img src="https://mintcdn.com/koreai-content-gov/KNndW2raEDw6zVRK/ai-for-service/analytics/contact-center/reports/images/agent-metrics-daily-report-output.png?fit=max&auto=format&n=KNndW2raEDw6zVRK&q=85&s=434383965a17edcb4ce6bc6942ed774a" 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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