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Back to Analytics Overview The Interaction Details Report is a comprehensive report covering how all interactions were processed, by whom, and their final dispositions. It contains conversation metadata excluding recordings and transcripts. The CSV output includes a comma-separated list of all disposition codes assigned to each conversation.

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Generating the Report

  1. On the Reports tab, select New Report.
  2. In the list of reports, choose 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:
    • Run On Demand
    • Schedule — You can create up to six schedules (only one if you select Hourly). Schedule Options
  7. Select Format:
    • PDF
    • CSV
  8. Enter a Send To address (single email address or mailing list).
  9. Select Create.
  10. The Interaction Details Report is generated. Interaction Details Report Created
  11. Select the Run icon next to the report instance. Run Interaction Details Report
Run On Demand: Triggers report generation immediately when selected. Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.
  1. Select the PDF/Page icon to generate the report output. Interaction Details Report PDF
The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF format.
The report is generated and available for download. Interaction Details Report Output

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Report Fields

FieldDescriptionExample
ChannelName of the channel.”Voice” or “Teams”
Start TimeDateTime at which the session between the agent and end user started.”01/06/23 15:57:17”
AgentName of the first agent.John Doe
CustomerAny customer ID (including name), based on integration.Web/mobile user
DurationDuration of the call.”323:21:23”
Inbound/OutboundWhether the conversation is inbound or outbound.Inbound
DispositionOne of the dispositions (CSV contains all dispositions).Resolved
Queue NameNames of the queues (CSV contains all queue names).Residential – Land
Hold DurationTotal duration for which the conversation was placed on hold.”12:34:56”
ACW DurationTotal duration of After Call Work (ACW) performed after the call.”12:34:56”
Queue Wait TimeTime each queue placed the conversation on wait (CSV contains all queue wait times).“12:34:56”
Assignments (CSV)Number of times this conversation was assigned to any agent, irrespective of queue.1
Acceptances (CSV)Number of times this conversation was accepted by any agent, irrespective of queue.1
SmartStatus (CSV)The conversation status.Completed (AbandonedWithAgent)
Reason (CSV)The reason for the status.Default Queue: Aug2Uat 2