> ## 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 Evaluation and Conversation Analytics Report
[Back to Reports List](/ai-for-service/analytics/quality-ai/reports/qm-reports-list)
The Interaction Evaluation and Conversation Analytics Report exports detailed conversation data based on selected evaluation forms with configurable standard and custom fields. It includes insights such as channel and contact direction (inbound/outbound), sentiment, topics, agent performance, evaluation scores, AI-generated justifications, and custom fields.
This includes filters, such as channel, queue, language, agents, agent groups, contact direction, and duration status (evaluated, below threshold, and duration threshold), which help generate targeted reports (for example, inbound, outbound, chat-only, voice-only, or combined). Custom fields appear as optional columns and update based on the selected date range.
## 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. Complete the **General** settings.
1. Enter a unique **Name** for the report.
2. Enter a **Description**.
3. Select **Next**.
3. Complete the **Configuration** — **Filters and Options**.
1. Select an evaluation **Form** (at least one form is required).
2. Select a **Date** or date range.
3. Select a **Timezone**.
4. Select **+ Add Filter** to apply filters:
1. Select Standard filters.
1. Select the Predefined system attributes filter options such as **Channel** (**Voice** or **Chat**) with **Contact Direction** (**Inbound** or **Outbound** or **All Directions**), **Queue**, **Language**, **Agents**, **Agent Groups**, and **Duration Status** to consistently segment and analyze interactions across reports.
2. Set the corresponding values for the selected/added filters.
2. Select **Custom Filters**, which are dynamically generated, business-specific fields based on the selected date range and available data to enable granular and tailored reporting.
1. Dropdown selection for ≤10 distinct values.
2. Text input for >10 values (supports partial or exact match).
5. Add **Optional Fields** to include additional metrics or attributes in the report that provide an extended interaction performance and customer context.
1. **Standard Optional Fields**: Predefined system-defined (metrics, sentiment, duration, intents, scores) and ready-to-use for consistent reporting.
2. **Predefined System Attributes** (such as channel, direction, queue, agent, and duration) are used to consistently segment and analyze interactions across reports.
3. **Custom Optional Fields**: Organization-defined (from CRM, APIs, bot data) and adds business-specific context, such as Account ID, Status ID.
6. Enter one or more addresses in the **Send Email to** field to send the automated reports (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. Complete the **Schedule** to generate a report with the current configuration.
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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### Important behavior
* AI justifications are available only for Gen AI by Question metrics.
* Custom fields may vary by date range.
* Only selected optional and custom fields are included in the export.
* By default, the report includes all interactions that match the selected filters.
* Use Duration Status to filter by `evaluated`, `below_threshold`, or `duration_unavailable`.
* For older interactions ingested before this feature release, `duration_status` may return null.
* When available, `contactDirection` is included as a standard field and shows `Inbound`, `Outbound`, or `All Directions`.
## Report Fields
### Conversation Summary
The report includes mandatory standard fields, direction-aware interaction fields, and any selected optional custom field columns.
| accountId | contactId | conversationId | channel | contactDirection | queueId | entryDate | duration\_status |
| --------- | --------- | ------------------- | ------- | ---------------- | -------------- | ------------------- | ---------------- |
| 32852243 | 22605953 | AWS\_Trans\_02April | Voice | Outbound | AWSPublicQueue | 2026-03-29 11:03:54 | evaluated |
The report returns all interactions that match the selected filters. Use the Duration Status filter to narrow results by evaluation eligibility. For interactions ingested before the duration-threshold feature release, the duration\_status field may return null.
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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
***