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
Note: The report includes interactions that have ended. It does not include an interaction that is currently being handled by an agent.

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. 


Interaction Details report

Report column Description

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:Message Type icons

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.

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.