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Back to 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.

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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. Report Selection
    3. Select Next.
  2. Complete the General settings.
    1. Enter a unique Name for the report.
    2. Enter a Description.
    3. Select Next. General Settings
  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. Configure Filters
    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. Schedule

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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.

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Report Fields

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Conversation Summary

The report includes mandatory standard fields, direction-aware interaction fields, and any selected optional custom field columns.
accountIdcontactIdconversationIdchannelcontactDirectionqueueIdentryDateduration_status
3285224322605953AWS_Trans_02AprilVoiceOutboundAWSPublicQueue2026-03-29 11:03:54evaluated
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.

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Report Format

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