> ## 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 Summary Report
[Back to Reports List](/ai-for-service/analytics/contact-center/reports/reports-list)
The Queue Metrics Summary Report is a daily summary of queue load and performance information.
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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
| 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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