> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Interaction Details by Segment Report
[Back to Reports List](/ai-for-service/analytics/contact-center/reports/reports-list)
The Interaction Details by Segment Report is a comprehensive report that covers how all interactions were processed for each segment.
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## Generate and Manage the Report
Refer to [Creating a New Report](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#creating-a-new-report) for instructions on generating this report.
(Optional) Select the **Include in-progress conversations** checkbox to include all ongoing conversations up to their current state, with the last segment displaying a SmartStatus and reason.
The Include in-progress conversations checkbox is unchecked by default, including for existing reports. The two new SmartStatus values, `InWorkbin` and `InAgentsWorkbin`, are reflected in the UI, the Call Details API, and both the Interaction Details by Segment and the Interaction Details Report.
Refer to [Manage Reports](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#manage-reports) for instructions on managing this report.
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 | |
| `Disposition` | Disposition code assigned by the agent, only for the segment in which the disposition was given. Blank if no disposition was given in this segment. | `Resolved` | |
| `Messages Sent` | Number of messages sent by the agent during this segment. For email, this is the number of emails sent. | 5 | |
| `Email Subject` | Subject line of the email interaction. Blank for non-email channels. | `Re: Order #45678 - Delivery Inquiry` | |
| `Session Tags` | Tags associated with the session. The format is identical to the Interaction Details Report. | `vip`, `escalation` | |
| `User Tags` | Tags associated with the user. The format is identical to the Interaction Details Report. | `premium-customer` | |
All date and time fields follow the Date Format selected during report configuration.
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