Interaction Detail

Flagged interactions are indicated by an exclamation mark (!) to show that these interactions may have missing data associated with them. For example, when there isn't a timestamp for when an agent left the interaction or the interaction left a queue. As a result, some of the data associated with the interaction may be inaccurate.

Flagged interactions are shown in the Interaction Detail, Interaction Details by Agent, and Interaction Details by Contact reports.

The name of the flow that received the interaction.

The flow's unique identifier.

The communication medium of the interaction. For example, voice, SMS, messaging, or email.

The direction of the interaction. This is Inbound, Outbound, or Agent Initiated.

The number of agents that worked with this interaction including agents that rejected the work.

• Example 1: If an agent is offered the interaction, but rejects it and the interaction is offered to another agent who accepts it, this column lists "2". This represents the first agent who rejected the work and the second agent who accepted the work.
• Example 2: If one agent began the interaction, but later transferred it to another agent, this column lists "2". This represents the first agent who accepted the work and the second agent who received the transfer.

The phone number, email address, or messaging display name for the contact.

For inbound interactions, the phone number, email address, or Facebook page ID that the customer contacted. For outbound interactions, the phone number used to contact customers, or the type of outbound interaction such as click to call, outbound (for SMS), or outbound-email.

The disposition code that the agent assigned to the interaction. If the agent didn't select a disposition code, a dash (-) is listed.

The time, in your tenant's timezone, that the interaction started.

The time, in your tenant's timezone, that the interaction ended.

The time from when an interaction starts to when it ends.

The interaction begins when the flow first receives the customer's call or initial message and ends when the agent's wrap-up phase is done. In cases when the agent doesn't have a wrap-up phase, the interaction ends when:

• The agent or customer hangs up
• The agent manually ends the SMS or messaging conversation

The time from when an interaction enters a queue until the work is either accepted by an agent or the caller abandons.

The length of time, in seconds, between when a customer enters a queue and when they start an active conversation with an agent.

The amount of time that an agent was logged and had the Wrap-Up state during a given period of time. Wrap Up Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range. Handle Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The length of time that an interaction was selected and in focus in a Skylight Desktop product.

The total time that an interaction is put on hold during the life of an interaction. For example, if an agent puts a customer on hold once for 20 seconds and then transfers the interaction to another agent who puts the interaction on hold twice 40 seconds and 35 seconds, the hold time is 95 seconds (20+40+35).

Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)

The number of times that the customer was put on hold during an interaction.

This expression formats Customer Holds so that if there aren't any customer holds, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of not showing any value.

The total number of transfers that were initiated during the given date range. This includes transfers that successfully complete and those that don't successfully complete.

This expression formats the statistic so that if there aren't any transfers for the given date range, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of a blank column.