> ## 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.
# 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
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.
The red dot beside the report indicates it was generated within the last 24 hours.
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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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