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)
Outcome Indicates the outcome of the interaction (i.e. handled, abandoned, blind transfer, Ended in IVR, etc)
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
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.
Customer Name The name of the customer, if available (optional)
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. Options include:

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

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.
  • Canceled 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: Displays when it’s unknown how the interaction finalized. This can happen when the system cannot identify the outcome of 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 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: Displays when it’s unknown how the interaction finalized. This can happen when the system cannot identify the outcome of 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 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: Displays when it’s unknown how the interaction finalized. This can happen when the system cannot identify the outcome of the interaction.
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: Displays when it’s unknown how the interaction finalized. This can happen when the system cannot identify the outcome of the interaction.
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: Displays when it’s unknown how the interaction finalized. This can happen when the system cannot identify the outcome of the interaction.