Back to Reports List The Interaction Details by Segment Report is a comprehensive report that covers how all interactions were processed for each segment.Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
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Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.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 |