Interaction Details report - Glossary

Field Description
Time The date and time stamp of the creation of the interaction.
Agent Notes Free-text notes added by the agent on the interaction for reference and quality purposes. These notes can be used for documentation, follow-up actions, or quality assurance.
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.
Queue Time The exact timestamp when the interaction entered the queue. This marks the moment when the interaction became available for agent assignment.
Campaign ID A unique identifier of the outbound campaign associated with this interaction. This field is populated when the interaction originates from an outbound campaign.
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.
Campaign Name Human-readable name of the outbound campaign associated with this interaction. This field is populated when the interaction originates from an outbound campaign.
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)
Outcome Indicates the outcome of the interaction (i.e. handled, abandoned, blind transfer, Ended in IVR, etc)
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
Disposition Action

Automated action assigned to the interaction that determines how subsequent contact attempts are handled in campaigns. Possible values include:

  • No code
  • Try again
  • Schedule callback
  • Do not call
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
Destination Queue ID The unique ID of the last queue an interaction was routed to, even if the interaction didn’t wait in that queue.
Destination Queue Name The name of the last queue an interaction was routed to, even if the interaction didn’t wait there. For example, if a call is routed to a voicemail queue that deletes and forwards it as an email, this metric still reflects that voicemail queue.
External Transaction Data The custom data passed from external systems or CRM integrations associated with the interaction. This field contains integration-specific information that can be used for reporting and analysis.
Customer Name The name of the customer, if available (optional).
Customer Email The email address of the customer involved in the interaction.
Customer Phone The phone number of the customer involved in the interaction.
Customer Journey Duration It indicates the time duration that a customer spent on an interaction (such as script time, time in a queue, handling time, time on hold, and post call survey time).
Journey ID A unique ID that groups all segments of an interaction across transfers, representing the full customer journey.
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
Chat Type

The messaging channel used for the chat interaction. Possible values include:

  • Chat Api
  • Facebook
  • RCS
  • SMS
  • Twitter
  • Viber
  • Web Chat
  • WhatsApp
Direction

Indicates whether the interaction was initiated by the customer or the agent. For phone calls, this indicates the call direction.

For chats, this reflects who started the conversation.

For emails, this shows whether it was an incoming customer email or an outgoing agent email.

Possible values include:

  • Inbound
  • Outbound
Creation Time Timestamp when the interaction was created
Finished Time Timestamp when the interaction was finished
Mute The number of times the agents muted their audio during the interaction. This metric tracks how many times the mute function was activated.
Mute Duration The total cumulative time agents spent on mute during the interaction. This represents the sum of all mute periods.
Longest Mute Duration The longest continuous mute period by any agent during the interaction. This identifies the maximum single mute duration.
Interaction Duration The total time spent in script, queue, and handling. It doesn't include wrap-up time.
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
Participant Group ID It indicates the unique identifier of the specific group to which an agent belongs
Participant Group Name It indicates the name of the specific group to which an agent belongs
Record ID The identifier for the record associated with a campaign. This field is populated when the interaction originates from an outbound campaign.
Recording Filenames The list of all recording file names associated with this interaction. Multiple recordings are comma-separated. This field helps locate and access recorded media for quality assurance and compliance.
Schedule Hours

Indicates whether the interaction occurred during scheduled business hours or outside hours. Possible values include:

  • Open
  • Closed
State

Current processing state of the interaction within the system workflow. This indicates where the interaction is in its lifecycle. Possible values include:

  • In Script
  • Waiting in Queue
  • Handling
  • Finished
  • Transferred to External Number
  • In Wrap Up
  • Waiting for Initiator
  • Delayed Callback
Subject The subject line of the first email in an email interaction.
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: Displays when the offer action is unknown. This can happen when the system cannot identify the outcome of the interaction.
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 This metric evaluates the time period between Offer Action Time and Handling End Time. It includes participants who are classified as External Number. When multiple participants are part of the interaction, this metric is calculated individually for each one of them. The total value for the interaction is then determined by adding up each one of these individual participant metrics.
Focus The number of times a digital interaction was actively in view in an agent’s workspace.
Focus Duration The total time a digital interaction was in focus across all agents who handled it.
Longest Focus Duration The longest continuous period a digital interaction remained in focus for any single agent who handled the interaction.
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.
Terminated By

It indicates which party initiated the termination of the interaction. Possible values include:

  • Agent
  • Customer
  • System
Transfers

List of transfer types performed during the interaction lifecycle. Multiple transfer types are comma-separated. Possible values include:

  • Blind Transfer
  • Transfer to Another Number
  • Transfer to Agent
  • Transfer to Queue
Time to Abandon The duration between the interaction entering the queue and the customer abandoning before agent connection. This metric only applies to abandoned interactions and measures how long the customer waited in queue before disconnecting.
Original Interaction ID The interaction ID of the original (parent) interaction
Original Transaction ID The transaction ID of the original (parent) interaction
Facebook ID It indicates the unique Facebook identifier associated with a customer interaction, if available
Twitter ID It indicates the unique Twitter identifier associated with a customer interaction, if available
Labels

A list of labels that represent important events that took place in the 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.

The following labels apply to different media types and directions:

  • Abandoned: The customer ended the interaction while waiting in queue before reaching an agent.
  • Blind Transfer: The interaction was transferred directly without agent consultation.
  • Canceled callback: The scheduled callback expired without agent availability or was canceled.
  • Conference Established: A multi-party conference call was created.
  • Consultation established: The agent initiated an internal consultation call with another agent.
  • Deleted: The interaction was removed from the system.
  • Dequeued: The previously queued interaction was removed from the queue.
  • Direct Agent Access: The customer reached an agent directly without going through a queue.
  • Direct Agent Routing: The interaction was routed directly to a specific agent.
  • Dropped: The interaction was dropped by the system after its lifetime exceeded the threshold.
  • Ended in IVR: The customer disconnected while in the IVR before reaching queue, agent, or voicemail.
  • Forwarded to Agent Individual Voice Mail: The interaction was directed to a specific agent’s personal voicemail.
  • Forwarded to External IVR: The interaction was routed to an external IVR system.
  • Forwarded to External Number: The interaction was routed to an external phone number.
  • Forwarded to Number from Queue: The queue automatically forwarded the interaction to a phone number.
  • Forwarded to callback: The interaction was scheduled for a callback.
  • 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.
  • Forwarded to queue: The script forwarded the interaction to a queue.
  • Forwarded to voicemail: The script directed the interaction to a voicemail system.
  • Handled: The agent accepted and processed the interaction.
  • Offering Timeout: The agent did not respond to the interaction offer within the timeout period.
  • Outbound SMS Sent: An outbound SMS or RCS message was successfully sent.
  • Post-Call Survey Callback: A post-call survey was scheduled as a callback interaction.
  • Post-Call Survey Stay On Call: The customer remained on the call to complete the post-call survey.
  • Queued: The interaction was placed into a queue awaiting an available agent.
  • Rejected: The agent declined the interaction when it was offered.
  • Replied: The agent sent a response to the customer’s email.
  • Timed out: The agent did not respond within timeout period.
  • Transfer to Another Number: The interaction was redirected to a different phone number.
  • Transfer to agent: The interaction was routed to a specific agent through agent routing.
  • Transferred to queue: The interaction was transferred to another queue by the agent.
  • Unknown outcome: The system could not determine offer outcome.
  • Video SMS Sent: A video SMS or RCS message was successfully sent.