Access the Interaction Details report
Gather all the details about an interaction - What queue was the call directed to? Who is the agent who handled the interaction? Was the call placed on hold? What was the duration of the hold? Was it transferred to another agent? What was the call outcome? Answer all these questions and many more using the data in the Interactions Details report. Select from a total of 56 metrics, arrange them to suit your needs, and even freeze those metrics that are key to the report data.
To access the Detailed Interactions report, from the menu, select Detailed Reports > Interactions.
Further, you can filter data based on queues, channel ID, hold duration, and more. Do you want to track only the interaction details of a specific queue? Filter further to review interactions with a hold duration longer than 30 seconds, look at only inbound calls, interactions transferred blind, and more.
Date and Time Range Selection
You can select any of the following preset date ranges available for the Detailed Interactions report or select a custom date range:
Today, Yesterday, Week to date, Last week, Month to date, Last month, Year to date, and Last X days.
You can also select an intraday time range which allows you to track activity within a work shift such as the early morning shift from 5 am to 12 pm.
Show/Hide, Reorder, and Freeze Columns
You can customize the report data by showing relevant data, reordering the columns, and freezing columns. Click Customize Table to set the following preferences:
- Show/hide columns: To view only the data relevant to your business, add additional columns to the report and hide columns that are not important. Select the columns you want to include on screen and in the downloaded or scheduled report.
- Reorder columns: You can reorder the columns to fit your needs by dragging and dropping columns in the preferred order.
Note: The Time column is frozen by default in the first position and cannot be changed.
Filter Using Labels
Labels allow you to indicate significant events during an interaction journey. For example, "Rejected" is a label that indicates that an interaction is rejected. Let’s say you wish to track interactions that were rejected and later abandoned. In the filter, add separate labels for "Labels is Rejected" + "Labels is Abandoned".
Let’s say you wish to review all inbound phone calls which were on hold for longer than three minutes; select the filters for "media type = phone" and "hold duration > 3 minutes".
Further, you can filter data based on queues, channel ID, hold duration, and more. Apply the filters and get the data that meets your business needs.
Some interactions may not have a known outcome due to the existing technical limitations in our system. The Interaction Details report will now label these interactions with an unknown outcome and will identify the action taken as unknown. See glossary.
|Time||The date and time stamp of the interaction|
|Queue Name||The name of the queue through which the interaction was directed. This is an optional column.|
|Queue ID||A unique identifier for the queue. This is an optional column.|
|Channel ID||The channel through which an incoming interaction was directed. Applicable to inbound phone, voicemail, chat, email interactions; the value is empty for all outbound phone numbers or email addresses.|
Indicates the type of the interaction with one of the following values indicated below marked in bold (specific values):
A list of labels that represent important events that took place in the interaction; see below for possible values:
The point where the interaction originated is indicated by the following values:
The point where the interaction landed.
|Customer||The name of the customer, if available (optional)|
|Case number||The CRM case associated with the interaction; can have a value for any interaction, and is mandatory for emails, but optional otherwise.|
|Case follow-up number||The CRM case follow-up associated with the interaction|
|Media type||One of the following: phone, chat, email, or voicemail|
|Direction||Inbound or outbound (only when media type = phone)|
|Creation Time||Timestamp when the interaction was created|
|Finished Time||Timestamp when the interaction was finished|
|IVR Treatment Duration||
The total time spent by the caller in the IVR, excluding the queued time:
|Outbound Phone Code List||The outbound phone code list the code is part of (optional)|
|Outbound Phone Code List ID||The ID of the outbound phone code list the code is part of (optional)|
|Outbound Phone Code||The Menu Name of the outbound phone code item chosen by the agent when making an outbound call (optional); only applicable to outbound calls|
|Outbound Phone Code Text||The Report Text of the outbound phone code item (optional)|
|Outbound Phone Short Code||The Short Code of the outbound phone code item (optional)|
|Outbound Phone Code ID||The ID of the outbound phone code item (optional)|
|Assign #||An ordinal number for each agent assignment (first agent gets 1, second agent gets 2, and so on)|
|Participant Type||Can be either Agent or External number|
|Participant||An agent name to whom the interaction was assigned, or a customer's display name|
|Participant ID||If the participant is an agent, then the agent ID; empty for external numbers|
|Offer Time||Timestamp for when the interaction was offered to the participant|
Identifies the action taken by the participant from one of the following:
|Offering Action Time||Timestamp for when the participant took the action|
|Offer Duration||Duration between agent offer time and agent action time (same formula as on the aggregated reports)|
|Handling End Time||Timestamp for when the "handling" phase of the interaction finished, i.e. for phone, the moment when the caller or the agent hung up, or when the chat finished|
|Handling Duration||Duration between agent action time and handling end time (same formula as on the aggregated reports)|
|Wrap Up End Time||Timestamp for when the agent finished wrap-up|
|Wrap-up Duration||Duration between the start-post-processing (coincides with handling end time) and end-post-processing times (coincides with interaction finished time, same formula as on the aggregated reports)|
|Processing Duration||(Handling + Wrap Up Duration) The time spent by all agents involved in the interaction session in the Handling and Wrap up states|
|Busy Duration||(Offering + Handling + Wrap up Duration) The time all agents involved in interaction session have spent in the Offering, Handling, and Wrap up states|
|Warm Transfers Completed||The total number of warm transfers initiated during an interaction|
|Blind Transfer to Agent||The total number of blind transfers initiated and received by an agent (outside of a queue) during an interaction|
|Blind Transfer to Queue||The total number of blind transfers to queues initiated by an agent during the interaction|
|Consultation Established||The number of times the agent successfully established an outbound call, while another call is on hold, by an agent (this counter does not decrease the "outbound direct interaction established" value, which increases at the same time as this counter)|
|Conference Established||The total number of conferences (join lines) the agent has initiated during an interaction|
|Hold||Counter of the number of times the agent put the call on hold|
|Hold Duration||The total duration of time the call was put on hold|
|Longest Hold Duration||The longest continuous duration for which the call was put on hold|
|Wrap-up Code List||The wrap-up code list the code is part of (optional)|
|Wrap-up Code List ID||The ID of the wrap-up code list the code is part of (optional)|
|Wrap-up Code||The Menu Name of the wrap-up code list item that was used by the agent in the wrap-up (optional)|
|Wrap-up Code Text||The Report Text of the wrap-up code list item that was used by the agent in the wrap-up (optional)|
|Wrap-up Short Code||The Short Code of the wrap-up code list item that was used by the agent in the wrap-up (optional)|
|Wrap-up Code ID||The ID of the wrap-up code list item that was used by the agent in the wrap-up (optional)|
|Queue Wait Duration||The time the interaction spent waiting in a queue; the duration between "queued" and first "accepted" event by an agent (same formula as on the aggregated reports)|
|Queued Time||Timestamp for when the interaction was queued|
|Interaction ID||Contact Center's internal interaction ID|
|Transaction ID||Also known as the "Token ID" or just "Transaction" in the old reports|
|Original Interaction ID||The interaction ID of the original (parent) interaction|
|Original Transaction ID||The transaction ID of the original (parent) interaction|
Interactions and sessions have a column named Labels with zero or many distinct values. A label corresponds to a specific event that took place in the life cycle of the interaction. Labels can be used to filter a list of interactions, allowing the user to narrow down a possibly very long list of interactions by what happened in the interaction.
Labels are defined based on media type and direction as follows:
|Labels - Inbound Phone||
|Labels - Outbound Phone||
Labels - Voicemail
|Labels - Chat||
|Labels - Email||