Interaction Evaluation and Conversation Analytics Report

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The Interaction Evaluation and Conversation Analytics Report exports detailed conversation data based on selected evaluation forms, with customizable fields. This report provides detailed insights into individual interactions, including sentiment analysis, topics discussed, agent performance metrics, evaluation scores, and optional AI-generated justifications for Gen AI by question metrics.

Generate the Report

1. Create the New Report

   1. On the Reports tab, select + New Report.

   2. From the Create New Report list, select the Interaction Evaluations and Conversation Analytics Report.

      

   3. Select Next.

2. Configure General Settings

   1. Enter a unique Name for the report.

   2. Enter a Description.

   3. Select Next.

      

3. Configure Filters and Options

   1. Select an evaluation Form to define the data scope (at least one form is required).

   2. Select a Date or date range.

   3. Select a Timezone.

   4. Select +Add Filter to apply filters and their respective values such as Channel, Queue, Language, and Agents.

   5. Add Optional Fields to include additional metrics.

   6. Enter one or more recipient emails in Send Email to (minimum one required).

   7. Select Next.

      
   AI Justifications, available only for Gen AI by Question metrics, provide AI-generated explanations for each evaluation score. They appear in Interaction Evaluations and Conversation Analytics reports, and are accessible via APIs.

4. Schedule the Report

   1. Choose Run on Demand or Schedule.

      • Run on Demand: Generates the report immediately.
      • Schedule: Generates the report automatically.

   2. If you select Schedule:

      1. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).

      2. Select a Start Date and Timezone.

      3. Select Save.

         

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Report Fields

Conversation Summary

The report analyzes agent interactions by summarizing sentiment, duration, and evaluation scores, along with key performance metrics.

Conversation ID	Agent	Language	Start Time	End Time	Duration (min)	Topic	Sentiment Score	Kore Evaluation Score	Audit Score	Is Passed	Escalation
c-01ca24e-4b50-4d38-a1d1-ddd0bd37xxxx	John K StagingXo	en	2025-10-24 21:23:17	2025-10-24 21:25:42	2.4	Flight Booking	5.85	78	N/A	0	0
c-0634784-37ed-4550-bb73-3d0e88caxxxx	Lily A	ja	2025-11-11 09:36:50	2025-11-11 09:38:51	2	Flight Booking	6.91	53	N/A	1	0
c-0723048-e40c-4b37-9c57-b29758d3xxxx	John K StagingXo	en	2025-11-11 07:09:51	2025-11-11 07:17:53	8	Service Issue	1.91	57	5	1	0
c-0a8c012-a2d2-4379-a9ca-b0c2d89exxxx	John A	ja	2025-10-24 10:10:17	2025-10-24 10:11:06	0.8	Password Reset	1.33	35	N/A	1	0
c-0bb60bb-9078-4026-9358-db040746xxxx	John A	ja	2025-10-24 10:09:51	2025-10-24 10:10:10	0.3	Smartphone Power Issue	1.33	35	N/A	1	0

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View and Download the Report

1. On the Reports tab, locate the report in the Actions column.

2. Select More options (⋮), then select History.

3. Select Download to save the report as a CSV file.

Report Format

• Format: CSV
• File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv

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