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Back to Reports List The Interaction Evaluation & Conversation Analytics Report provides interaction-level insights for quality evaluation and business analysis across customer conversations. It exports interaction metadata together with evaluation outcomes, sentiment analysis, detected topics, audit information, AI-generated justifications (when available), conversation intelligence insights, business metadata, evaluation metric details, and any selected optional or custom fields. The report includes evaluation outcomes, sentiment analysis, detected topics (including topic hierarchy where available), metric-level evaluation details, manual audit results, AI-generated justifications, business metadata, and conversation intelligence insights. Use filters such as channel, queue, flow, language, agents, agent groups, contact direction, and duration status to generate targeted reports. By default, exports include only processed conversations, with optional inclusion of pending and validation-failed conversations. Optional and custom fields are added as CSV columns based on the selected evaluation forms, report configuration, and available data.

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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 one or more filters:
      1. Select the required 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. Configure the selected filter values. The Flow filter displays only Experience Flows associated with the selected flow-based evaluation form and filters report results accordingly.
      2. Select Custom Filters to filter using organization-specific fields.
        1. Dropdown selection for fields with up to 10 distinct values.
        2. Text search for fields with more than 10 distinct values (supports partial and exact matches).
    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 (evaluation scores, sentiment, duration, topics, and conversation intelligence metrics) and ready-to-use for consistent reporting.
      2. Predefined System Attributes (such as channel, direction, queue, agent, and duration status) are used to consistently segment and analyze interactions across reports.
      3. Custom Optional Fields: Organization-defined (from CRM integrations, APIs, AI Agent metadata) and adds business-specific context, such as Account ID, Status ID.
      4. Flow Name for flow-based evaluation forms, where applicable.
    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
        The report returns all interactions matching the selected filters. Use the Duration Status filter to narrow results by evaluation eligibility. Interactions ingested before duration threshold support may display a null duration_status value.

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Processing Status Options in Reports

The following options determine whether pending or validation-failed conversations are included when exporting reports.
Exported reports include a Processing Status column with one of the following values: Processed, Pending, or Validation Failed. For Validation Failed entries, the report also includes the corresponding validation failure reason.

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Important behavior

  • AI Justifications are available only for Gen AI by Question metrics.
  • Custom fields vary depending on the selected date range and available data.
  • Only selected optional and custom fields are included in the generated CSV.
  • By default, the report includes all interactions matching the selected filters.
  • Use Duration Status to filter interactions by Evaluated, Below Threshold, or Duration Unavailable.
  • For interactions ingested before duration threshold support was introduced, the duration_status field may return null.
  • When available, Contact Direction displays Inbound, Outbound, or All Directions.
  • For flow-based evaluation forms, the report includes Experience Flow conversations and exports flow-specific evaluation details.

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Report Fields

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Generated CSV Fields

The generated CSV exports one row for each interaction and includes interaction metadata, evaluation outcomes, sentiment analysis, detected topics, audit information, AI-generated justifications (when available), conversation intelligence insights, business metadata, evaluation metric details, and any selected optional or custom fields.
The exported CSV dynamically includes columns based on the selected evaluation forms, applied filters, optional fields, custom fields, and report configuration. For flow-based evaluation forms, the export also includes the Flow Name column where applicable.

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Metric Evaluation Fields

When metric-level evaluation details are included in the export, the report contains one row for each evaluated metric associated with an interaction.
Metric evaluation fields are repeated for each evaluated metric associated with an interaction. Consequently, a single interaction may appear in multiple rows of the exported CSV—one row for each evaluated metric.

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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

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Field Representation in the Generated CSV

The generated CSV exports one row for each interaction and includes interaction details, evaluation outcomes, conversation intelligence insights, and any selected optional or custom fields.
  • Format: CSV
  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
Typical exported information includes: Interaction identifiers and timestamps, Channel and contact direction, Queue and Flow Name (for flow-based evaluation forms), Processing status and duration status, Evaluation outcomes, including evaluation scores, pass or fail status, and fatal interaction indicators, Metric-level evaluation details, Sentiment analysis and detected topics, AI-generated justifications (when applicable), Evaluation Metric Details (if configured), Conversation intelligence insights, Selected optional fields, and Custom business fields.
Additional evaluation metric columns are included when supported by the selected evaluation form.
The exported CSV includes interaction-level details followed by metric-level evaluation details for each applicable evaluation criterion. Sample Report