Report 3.04 - Interactions Detail Record

Provides details of every interaction and provides the details (every leg & state) of each interaction that entered the contact center

Parameters:

  • Customer Database
  • Manual Start Date/Time
  • Manual End Date/Time
  • Period
  • Calculated Start Period
  • Business Process
  • Agents
  • Time Zone
  • Display Language
  • Calculated End Period
  • Interaction Creation Type
  • Demands


Fields:

  • Time Slice - Time slice
  • Interaction ID - the unique GUID that identifies this interaction inside ECS
  • Interaction Start Time - Date and Start Time of the interaction
  • Interaction End Time - Date and End Time of the interaction
  • Interaction Origin - The FROM number for a call or email address for an email or chat
  • Interaction Destination - The TO number for a call and the system endpoint for an email or chat
  • BP Name - The name of the Business Process
  • Agent Name - The full name of the Agent
  • Agent ID – Database sequence number
  • Pre-Queue Duration - The difference between Call Start Time and the start of the BP's Agent Selecting segment
  • Queue Duration - The time in queue plus ringing time until an agent answers the call
  • Agent Duration - The total amount of time that the agent was actively on the call (excludes Hold Time) until the interaction ended or transferred
  • Total Duration - The sum of Pre Queue, Queue and Agent Duration fields (excludes Wrap Up)
  • Hold Duration - The total amount of time that the interaction was placed on Hold by the Agent including any time where Agent was Consulting with another Agent. If the call wasn't placed on hold, this value will be zero.
  • Wrap Up Duration - The amount of time the Agent spent in Wrap Up state after the interaction ended.
  • Handle Duration - The sum of Agent Duration + Hold Duration + Wrap Up Duration
  • Is Abandon - Flag that denotes if the interaction was Abandoned
  • Abandon - The amount of time the call waited in the queue before it was abandoned. If the call didn't abandon, this value will be zero.
  • Is Callback - Flag that denotes the that customer opted-in for a Callback while in queue. This should exclude any callbacks manually scheduled by an agent.
  • Is Transferred Internal – Flag that denotes if the interaction was transferred to an internal contact
  • Is Transferred External – Flag that denotes if the interaction was transferred to an external contact
  • Is Consulted - Flag that denotes if the interaction was Consulted
  • Demands - A pipe-delimited list of the Demands associated with the Interaction
  • Interaction GUID – unique agent identifier
  • Interaction Direction – direction (Incoming or Outgoing) of the interaction
  • Origin Media Type
  • Included in SL Calculation – Denotes if the interaction fell within the parameters to be included in the service level calculation
  • Disposition Code