> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Interaction Details by Segment Report

<Badge icon="arrow-left" color="gray">[Back to Reports List](/ai-for-service/analytics/contact-center/reports/reports-list)</Badge>

The Interaction Details by Segment Report is a comprehensive report that covers how all interactions were processed for each segment.

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## Generating the Report

1. On the Reports tab, select **New Report**.
2. In the list of reports, select **Interaction Details by Segment**.
3. Enter the **Report Name** and **Report Description**.
4. Select a **Time**.
5. Select **Data Filters**.
6. Select **Report Generation** and choose **Run On Demand** or **Schedule**, where you can create up to six schedules (only one for the Hourly option).
7. Select the Format (CSV).
8. Enter a **Send To** address (single email address or mailing list).
9. Select **Create** to generate the report.
10. Select the Run option to generate the report. Run On Demand generates the report immediately, while Schedule configures automatic generation at the specified date and time without manual execution.
11. Select the option to download the report.

<Note>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.</Note>

The report is available for download.

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## Report Fields

| Field                   | Description                                                                                                                                                                                                            | Example                                                                               |                        |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------- | ---------------------- |
| `Session ID`            | Session ID from the CCAI system.                                                                                                                                                                                       | `cc-2024feb20-54321`                                                                  |                        |
| `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 Doe                                                                              |                        |
| `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@example.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@example.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).                                                                                                                                                | `john.doe@example.com`                                                                | `jane.doe@example.com` |
| `Joined Users`          | Email IDs of all users who joined during this agent's segment (pipe-delimited).                                                                                                                                        | `john.doe@example.com`                                                                | `jane.doe@example.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 or queue transfer from bot; email of agent or supervisor if manually transferred from the bot; or email of agent orsupervisor 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                                                                          |                        |

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