Generating the Report
- On the Reports tab, select New Report.
- In the list of reports, choose Interaction Details by Segment.
- Enter the Report Name and Report Description.
- Select a Time Period.
- Select Data Filters.
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Select Report Generation and choose from the following options:
- Run On Demand
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Schedule — You can create up to six schedules (only one if you select Hourly).
- Select Format: CSV
- Enter a Send To address (single email address or mailing list).
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Select Create.
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An instance of the report is generated.
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Select the Run icon next to the report instance.
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Select the CSV icon to generate and download the report output.
The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in CSV format.
Report Fields
| Field | Description | Example |
|---|---|---|
| Session ID | Session ID from the CCAI system. | cc-2024feb20-85421 |
| Direction | ”Inbound” or “Outbound”. | Inbound |
| Channel | Name of the channel (not channel type). | Voice |
| Customer | Name, email, or phone number of the customer (in this order of preference). | John Smith |
| Support | For Voice Inbound: number called by the customer. For Voice Outbound: number chosen by the agent. For Digital: bot name. For SMS Outbound: SMS name or number. For Email Outbound: email address used by agent or bot. | +1-800-SUPPORT (Voice Inbound), SalesBot (Digital), support@company.com (Email) |
| Queue Name | Queue entered, if applicable (blank if none). | Sales_Queue_US |
| Queue Entry Time | Time at which the interaction entered the queue. | 2024-02-20 09:15:30 |
| Queue Exit Time | Time at which this portion of the conversation exited the queue. | 2024-02-20 09:17:45 |
| Queue Wait Time | Wait time in queue (HH:mm:SS). | 00:02:15 |
| Agent Name | Agent name (blank if no agent, “BOT” if bot responded). | Jane Doe |
| Agent Custom Name | Custom agent name (blank if no agent responded). | Jane D. |
| Agent Email | Agent email (blank if no agent responded). | jane.doe@company.com |
| Segment ID | Unique ID of the agent’s portion of the segment (blank if no agent picked up). | seg-20240220-1234 |
| Segment Start Time | Start of this agent’s segment. | 2024-02-20 09:17:45 |
| Segment End Time | End of this agent’s segment. | 2024-02-20 09:32:15 |
| Talk Time | Talk time for this agent’s segment (HH:mm:SS). | 00:14:30 |
| Hold/Mute Time | Hold or mute time for this agent’s segment (HH:mm:SS). | 00:01:45 |
| Snooze Time | Snooze time for this agent’s segment (HH:mm:SS). | 00:00:00 |
| First Response Time | Duration from agent acceptance to first message (HH:mm:SS). | 00:00:15 |
| Consultants | Email IDs of all consultants for this agent’s segment (pipe-delimited). | tech.lead@company.com|supervisor@company.com |
| Joined Users | Email IDs of all users who joined during this agent’s segment (pipe-delimited). | quality.analyst@company.com|trainer@company.com |
| Conversation Skills | Skills placed in each segment of the conversation. | Technical Support L2 |
| Transferred In By | ”System” if transferred due to queue wait timeout; “Bot” if agent/queue transfer from bot; email of agent/supervisor if manually transferred from the bot; or email of agent/supervisor who transferred. | Bot |
| Transferred In Status | Reason for transfer to queue or agent. | Overdue |
| Status | Final status (last segment only). | Resolved |
| Reason | Reason code (last segment only). | Technical Issue Fixed |
| Disconnecting Event | ”System/Bot/User/Agent Hangup” (last segment only). | Agent Hangup |