Back to Reports List 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.Documentation Index
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Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report.To include conversations that are still active at the time of report generation, select the Include in-progress conversations checkbox. This option is unchecked by default. For existing reports, the saved setting is retained unless changed.
Report Fields
| Field | Description | Example |
|---|---|---|
Channel | Name of the channel. | Voice or Teams |
Start Time | Date and time at which the session between the agent and customer started. | 01/06/23 15:57:17 |
Agent | Name of the first agent. | John Doe |
Customer | Any customer ID (including name), based on integration. | Web or mobile user |
Duration | Duration of the call. | 323:21:23 |
Inbound/Outbound | Whether the conversation is inbound or outbound. | Inbound |
Disposition | One of the dispositions (CSV contains all dispositions). | Resolved |
Queue Name | Names of the queues (CSV contains all queue names). | Residential - Land |
Hold Duration | Total duration for which the conversation was placed on hold. | 12:34:56 |
ACW Duration | Total duration of After Call Work (ACW) performed after the call. | 12:34:56 |
Queue Wait Time | Time 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. | August Details |
Disposition Notes (CSV) | The agent modified disposition notes. Supports UNICODE and special characters. | The customer requested to be connected to an agent. The bot acknowledged the request and initiated the voice flow. |