Interaction Details report
The Interaction Details report displays details about interactions for one or more agents during a specific date and time range. You can select which interaction types to include in the report, such as just calls, or calls and emails. The report includes the following information:
- Any interaction associated with the agent, even if the agent was not the agent that spent the most amount of time on the interaction
- Agent who started or answered the interaction
- Date, time, and duration of the interaction
- Direction (for example, inbound or outbound) of the interaction
- Queue and wrap-up code for the interaction
- Amount of time in seconds that the interaction remained in a queue
- Interactions that have associated voicemails are included in this report
The report sorts the interactions by date and time. Run the report to identify:
- An agent who receives many internal extension calls and from where the calls originate.
- The reason for an increase in an agent’s handle time. Use the report to identify whether a few calls or most calls took longer than average.
| Report column | Description |
|---|---|
| Type |
The media type for the interaction. The .pdf file version of the report uses the following symbols for phone, callback, chat, email, and message interactions, respectively: |
| User | The agent who had the longest talk time during the interaction. Talk time does not include after-call work. |
| Remote | The remote number or participant that answered or started the interaction. |
| Date/Time | The date and time of the interaction. |
| Duration | The length of the interaction, including queue time and after-call work. |
| Queue |
The queues in which the interactions occurred. Note: Multiple queues separated with commas in this column indicate that the interaction occurred in multiple queues. |
| Queue Wait |
The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent. Note: Multiple numbers separated with commas in this column indicate wait time for multiple queues. |
| Direction | The direction of the interaction. Inbound/outbound indicates that the conversation had multiple parts that were of opposing directions. For example, an outbound call to a queue’s external IVR contains both inbound and outbound segments. |
| Wrap-Up Code | Any wrap-up codes set for the interaction. |
