> ## 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

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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

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.

[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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