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Interaction Details Report

Generating the Interaction Details Report

Interaction Details Report is a comprehensive report covering how all interactions were processed, by whom, and their final dispositions. This report contains the meta-data of each conversation, except the recording or transcript. A comma-separated list of all Disposition Codes assigned to that conversation is included in the CSV output file of the Interaction Details Report.

Steps to generate the Interaction Details Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Interaction Details report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list)
  7. Click Create.

  8. The Interaction Details Report is generated. Interaction Details Report Created

  9. Click the Run icon next to the instance of the report. Run Interaction Details Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. Click the PDF/Page icon to generate the output of that report. Interaction Details Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Agent Interaction Details report is generated and is available for download. Interaction Details Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE
Channel Name of the Channel. “Voice” or “Teams”
Start Time DateTime at which the Session between Agent and End User started. “01/06/23 15:57:17”
Agent Name of the first Agent. John Doe
Customer Any Customer ID (including name), based on integration. Web/mobile user
Duration Duration of the call. “323:21:23”
Inbound/Outbound Whether it is an Inbound or an Outbound conversation. Inbound
Disposition One of the dispositions (CSV contains all Dispositions). Resolved
Queue Name Names of the Queues (CSV contains all Queue Names). Residential – Land
Hold Duration Total duration for which the conversation was placed on hold. “12:34:56”
ACW Duration The total duration of After Call Work (ACW) performed after the call. “12:34:56”
Queue Wait Time The time for which each queue placed the conversation on wait (CSV contains all Queue Wait Times). “12:34:56”