Agent Metrics Daily Report

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

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Refer to Creating a New Report for instructions on generating this report.

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