Interaction Details Report

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.

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.

​Generate and Manage the Report

​Report Fields

Generate and Manage the Report

Report Fields