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 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 date ranges available for the Detailed Interactions report:

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 & 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:

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 data that meets your business needs.

Interaction Details Report - Glossary

Field Description
Time Date and time stamp of the interaction
Queue Name 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 number, or email address.
Type

Indicates the type of the interaction with one of the following values indicated below marked in bold (specific values):

  • agent outbound: When the outbound call was created by an agent manually, as opposed to other options (campaign, callback)
  • internal: A call between two internal users
  • consultation: An internal call made while an agent was working on another interaction while in the "busy" state
  • verification: A verification 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 the section 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 agent name initiating the call
  • for voicemail, the customer’s phone number 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, name of the agent name being called

  • for voicemail, the channel ID

Customer The name of the customer if available, optional
Case number The CRM case of associated to the interaction; can have value for any interaction, and is mandatory for emails, optional otherwise;
Case Follow-up number The CRM case follow-up associated to the interaction
Media type One of 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:

  • 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, email;
Outbound Phone Code List The outbound phone code list the code is part of, optional.
Outbound Phone Code List ID The ID of 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, optional;
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 customer's display name
Participant ID If the participant is an agent, then the agent ID; empty for external number;
Offer Time Timestamp when the interaction was offered to the participant
Offering Action

Identifies the action taken by the participant from one of the following:

  • accept;
  • reject;
  • offer timeout;
  • abandon (the customer abandoned while offering to agent);
Offering Action Time Time stamp 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 Time stamp 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 Time stamp when the agent finished wrap-up
Wrap-up Duration Duration between start post-processing (coincides with handling end time) and end-post-processing (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, the number of times the agent put the call on hold
Hold Duration Time duration, the total time the call was put on hold
Longest Hold Duration Time duration, the longest continuous duration that 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 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 Time the interaction spent waiting in queue, duration between "queued" and first "accepted" event by an agent - same formula as for the aggregated reports
Queued Time Time stamp 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; 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 - when the call ended in the IVR without being queued at the moment of ending, without being forwarded to anywhere or resulting in a callback;

  • dropped - when the interaction was dropped by Analytics after its life time exceeded the threshold;

  • consultation established - a consultation call took place during the interaction;

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; 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 life time exceeded the threshold;

  • consultation established - a consultation call took place during the interaction;

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;

  • 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 life time exceeded the threshold;

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;

  • 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 life time exceeded the threshold;

  • consultation established - a consultation call took place during the interaction;

Labels - Email
  • queued - when the interaction was queued - all email interactions will be queued

  • dequeued - when an email is pulled & deleted

  • rejected - when the interaction was offered to an agent and the agent rejected;

  • 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 life time exceeded the threshold.

  • consultation established - a consultation call took place during the interaction;