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 Interactions Detailed 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.

Download the Interactions Detailed report as a CSV file

You can download the Interactions Detailed report as a CSV file. You can choose to download a report only containing interactions, or download a report with interactions and participants.

To download the report:

From the menu, go to Detailed Reports.
Select Interactions from the list.
Select Download report and click CSV.

Date and time range selection

You can select any of the following preset date ranges available for the Interactions Detailed 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.
Freeze columns: Use the lock icon to mark the columns that you want to freeze on the screen while navigating across the report.

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.

New metrics and filter options

You can access new metrics and filter options in the Interactions Detailed report. They include:

Forwarded to agent individual voicemail: This filter option lists all interactions that have been forwarded to an agent's voicemail.
Forwarded to external IVR: This filter option lists all interactions that have been forwarded to another Interactive Voice Response (IVR), such as an intelligent IVR.
Interaction duration: This metric displays the elapsed time for an interaction.
Mute count: This metric displays the number of times a customer was muted during an interaction.
Post-call survey: This filter option indicates whether a customer opted to participate in a post-call survey. The available options are:
- Post-call survey callback: Once the interaction has ended, the agent will follow up with the customer to complete the survey.
- Post-call survey stay on call: The customer will remain on the line with the agent to complete the survey.
Schedule hours: This metric indicates whether a customer called your 8x8 Contact Center during scheduled business hours. The available options are:
- Open: The call was received during business hours.
- Closed: The call was received during non-business hours.
Terminated by: This metric indicates whether an interaction was ended by a customer, an agent, or the system.
Time to abandon: This metric displays the duration of an abandoned interaction.
Transfers: For a transferred interaction, this filter option displays the type of transfer selected during an interaction. The available options are:
- Blind transfer
- Transfer to agent
- Transfer to another number
- Transfer to a queue

To view these metrics:

From the menu, go to Detailed Reports.
Select Interactions from the list.
Click Customize table to edit the report.
In the Search field, locate the following metrics from the list:
- Interaction Duration
- Mute
- Schedule Hours
- Terminated By
- Time to Abandon
Click to add the metrics to your report.
In the Search or filter field, specify an exact match for the following filters:
- For Transfers, check the option for Select all.
- For Labels, select the following:
  - Blind Transfer
  - Forwarded to Agent Individual Voicemail
  - Forwarded to External IVR
  - Post-Call Survey Callback
  - Post-Call Survey Stay On Call
Click Finish to proceed.
Click Search to update the report.

Interaction Details report - Glossary

Field	Description
Time	The date and time stamp of the creation 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.
Channel Name	A unique name for the channel that allows you to easily identify the location of an interaction.
Type	Indicates the type of the interaction with one of the following values indicated below marked in bold (specific values): Outbound Call: An outbound call made by an agent manually, as opposed to other options (campaign, callback) Callback: An inbound call selected for callback Verification call: A verification call Internal call: A call between two internal users Consultation call: An internal call made while an agent was working on another interaction while in the "busy" state Campaign: A campaign call -: In other cases, empty (inbound phone, voicemail, chat, email)
Labels	A list of labels that represent important events that took place in the interaction; see below for possible values:
Origination	The point where the interaction originated is indicated by the following values: For inbound phone, the caller's identifier (such as the phone number or SIP ID) For chat, the customer’s name/email For email, the customer's email address For agent outbound, the agent name For internal/consultation, the name of the agent initiating the call For voicemail, the phone number of the customer who is leaving the voicemail
Destination	The point where the interaction landed. For incoming (inbound phone, chat, email), the channel phone number For internal/consultation, the name of the agent being called For voicemail, the channel ID
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: For interactions that were queued and left, the time after leaving the queue is also included For interactions that were never queued, the entire time spent in the IVR is included For direct agent calls, the duration between Creation Time and Accept Time on agent Empty for chat, outbound, or email
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
Offer Action	Identifies the action taken by the participant from one of the following: Accepted Rejected Offer timeout Abandoned (the customer abandoned while offering to the agent) Unknown outcome: When the offer action is unknown by the system. This can happen due to existing technical limitations.
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
Labels	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	queued - when the script put the interaction into a queue (the Forward to Queue node was used, and it went in the queue and not on the "overload" path) dequeued - when the script moved a previously-queued interaction out of the queue, either by the "queue timeout" script feature, or as an "in queue" treatment (for example, the caller was offered to leave a voicemail and accepted it; it can be implemented as a Go To Label step) abandoned - when the caller hung up while the call was in queued, thus abandoning the queue transfer to agent - when the script transferred the call to an agent by the Direct Agent Transfer (aka Direct Agent Access, Direct Agent Routing) feature, and the call was either offered to an agent, or the agent could not be accessed rejected - when the interaction was offered to an agent and the agent rejected it; the interaction could be queued interaction or a direct agent call timed out - when the interaction was offered to an agent and the agent timed out; the interaction could be queued interaction or a direct agent call handled - when the interaction was offered to an agent and the agent accepted it; the interaction could be queued interaction or a direct agent call transferred to queue - when an agent transferred the interaction to a queue (blind transfer to queue) forwarded to queue - when a previously-queued interaction left the queue, and the script forwarded it into another queue forwarded to voicemail - when the script forwarded the interaction to voicemail, could be queued or non-queued ended in IVR - A call is labeled as ended in IVR when: A caller calls into a channel, the IVR triggers, and the user hangs up while in the IVR before one of the following events occurs: forwarded to queue, forwarded to external number, transferred to agent, transferred to voicemail. A caller calls into a channel, and the customer hangs up even before the IVR is triggered. A caller calls into a channel, the IVR forwards the call into a queue, the call leaves the queue without taking any action for reasons such as prompt for callback or voicemail. dropped - when the interaction was dropped by Analytics after its lifetime exceeded the threshold consultation established - a consultation call took place during the interaction Forwarded to callback - Tracks interactions that resulted in agents calling back. Includes queued and non-queued interactions. Cancelled callback - Tracks callback interactions which expired - no agent was available in the expected validity based on the default time set in the IVR (currently max is 72 hours). Unknown outcome - when it’s unknown how the interaction finalized; this can happen due to existing technical limitations
Labels - Outbound Phone	queued - when the interaction was queued; campaigns and callbacks will always be queued, and agent outbound can be through the dial code feature rejected - when the interaction was offered to an agent and the agent rejected it; applies to all types: agent outbound (the agent rejected their own call), campaign, and callback timed out - when the interaction was offered to an agent and the agent timed out; applies to all types: agent outbound (the agent rejected their own call), campaign, and callback handled - when the interaction was offered to an agent and the agent accepted it transferred to queue - when an agent transferred the interaction to a queue (blind transfer to queue) dropped - when the interaction was dropped by Analytics after its lifetime exceeded the threshold consultation established - a consultation call took place during the interaction Unknown outcome - when it’s unknown how the interaction finalized; this can happen due to existing technical limitations
Labels - Voicemail	queued - when the interaction was queued; all voicemail interactions will be queued rejected - when the interaction was offered to an agent and the agent rejected it timed out- when the interaction was offered to an agent and the agent timed out handled - when the interaction was offered to an agent and the agent accepted it dropped - when the interaction was dropped by Analytics after its lifetime exceeded the threshold Unknown outcome - when it’s unknown how the interaction finalized; this can happen due to existing technical limitations
Labels - Chat	queued - when the interaction was queued; all chat interactions will be queued abandoned - when the interaction was previously queued (see above), and the caller ended the chat session up while in queue, thus abandoning the queue rejected - when the interaction was offered to an agent and the agent rejected it timed out - when the interaction was offered to an agent and the agent timed out handled - when the interaction was offered to an agent and the agent accepted it transferred to queue - when an agent transferred the interaction to a queue (blind transfer to queue) forwarded to email - this is a specific feature that allows the customer to send an email instead of waiting in queue, similar to voicemail for phone ended in IVR - when the script didn’t forward the chat to a queue (e.g. the contact center is closed) dropped - when the interaction was dropped by Analytics after its lifetime exceeded the threshold consultation established - a consultation call took place during the interaction Unknown outcome - when it’s unknown how the interaction finalized; this can happen due to existing technical limitations
Labels - Email	queued - when the interaction was queued; all email interactions will be queued dequeued - when an email is pulled and deleted rejected - when the interaction was offered to an agent and the agent rejected it timed out - when the interaction was offered to an agent and the agent timed out handled - when the interaction was offered to an agent and the agent accepted it transferred to queue - when an agent transferred the interaction to a queue (blind transfer to queue) deleted - when an agent deleted the interaction ended in IVR - when the email interaction wasn’t queued by the script (e.g. the script decided to delete the email) dropped - when the interaction was dropped by Analytics after its lifetime exceeded the threshold consultation established - a consultation call took place during the interaction Unknown outcome - when it’s unknown how the interaction finalized; this can happen due to existing technical limitations