Interaction Details by Segment Report

Back to Reports List The Interaction Details by Segment Report is a comprehensive report that covers how all interactions were processed for each segment.

Generate and Manage the Report

Refer to 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 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
`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.

​Generate and Manage the Report

​Report Fields

Generate and Manage the Report

Report Fields