Interaction Detail By Agent

This Interaction Details by Agent report displays the interaction statistics for each agent for a given period.

This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

Build the Interaction Detail By Agent report:

Go to Reporting > Historical Reporting.
In the sidebar, click Analysis
From the Select Data drop-down menu, select the Interaction Detail By Agent data set.
Click Ok and the table will load displaying the report data.

Note: You can add custom interaction attributes to this report.

Sample Report

Click image to enlarge

This table describes each default column in the Interaction Details by Agent report:

Name	Type	Description
Tenant Name	Attribute	The name of the tenant that the agent was logged in to.
Tenant ID	UUID	The unique identifier for the tenant.
Interaction ID	UUID	The unique identifier for the interaction.
Flagged	Attribute	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.
Flow	Attribute	The name of the flow that received the interaction.
Agent Name	Attribute	The agent's first name and last name.
Agent ID	UUID	The agent's unique identifier.
Start Time	Attribute	The time, in your tenant's timezone, that the interaction started.
End Time	Attribute	The time, in your tenant's timezone, that the interaction ended.
Channel	Attribute	The communication medium of the interaction. For example, voice, SMS, messaging, or email.
Direction	Attribute	The direction of the interaction. This is Inbound, Outbound, or Agent Initiated.
Customer	Attribute	The phone number, email address, or messaging display name for the contact.
Contact Point	Attribute	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.
Disposition Code	Attribute	The disposition code that the agent assigned to the interaction. If the agent didn't select a disposition code, a dash (-) is listed.
Agent Talk Time	Measure	The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)
Agent Conversation Time	Measure	The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold. Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).
Wrap Up Time	Measure	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).
Focus Time	Measure	The length of time that an interaction was selected and in focus in a Skylight Desktop product.
Initiated Transfers	Measure	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.
Agent Customer Hold Abandons	Measure	The number of agents participating in the interaction when a customer abandoned while on hold. For example, if there are 3 agents participating in an interaction and the customer disconnects while on hold, the Agent Customer Hold Abandon count is 3. In a report that displays statistics for each agent, each agent in the interaction will have an Agent Customer Hold Abandon counted for them.

Name	Type	Description
Flow ID	Attribute	The flow's unique identifier.
Interaction Time	UUID	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 upThe agent manually ends the SMS or messaging conversation
Interaction ID	UUID	The unique identifier for the interaction.
Flagged	Attribute	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.
Flow	Attribute	The name of the flow that received the interaction.
Agent Name	Attribute	The agent's first name and last name.
Agent ID	UUID	The agent's unique identifier.
Start Time	Attribute	The time, in your tenant's timezone, that the interaction started.
End Time	Attribute	The time, in your tenant's timezone, that the interaction ended.
Channel	Attribute	The communication medium of the interaction. For example, voice, SMS, messaging, or email.
Direction	Attribute	The direction of the interaction. This is Inbound, Outbound, or Agent Initiated.
Customer	Attribute	The phone number, email address, or messaging display name for the contact.
Contact Point	Attribute	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.
Disposition Code	Attribute	The disposition code that the agent assigned to the interaction. If the agent didn't select a disposition code, a dash (-) is listed.
Agent Talk Time	Measure	The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)
Agent Conversation Time	Measure	The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold. Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).
Wrap Up Time	Measure	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).
Focus Time	Measure	The length of time that an interaction was selected and in focus in a Skylight Desktop product.
Initiated Transfers	Measure	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.
Agent Customer Hold Abandons	Measure	The number of agents participating in the interaction when a customer abandoned while on hold. For example, if there are 3 agents participating in an interaction and the customer disconnects while on hold, the Agent Customer Hold Abandon count is 3. In a report that displays statistics for each agent, each agent in the interaction will have an Agent Customer Hold Abandon counted for them.

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