Interaction Detail By Contact

The Interaction Detail by Contact report provides a list of interactions, the contact involved in them, and corresponding statistics for the interaction.

This report shows data for contacts created in Skylight or added through the REST API.

  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 Contact report:

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

Sample Report

Interaction Details by Contact Report

Click image to enlarge

This table lists the columns that are available in the Interaction Detail by Contact report:

Column Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.
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.

Contact Name Attribute

The contact's name.
Contact ID UUID

The contact's unique identifier.
External Contact ID Attribute

The contact's external identifier from another source such as a CRM.
Customer Identification 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.
Agents Measure

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.
Messaging Transcripts Attribute

A link to the transcript for the messaging interaction. Click View Details to review the transcript. Transcripts are currently available for Facebook messaging interactions.
Audio Recording Attribute

A link to the audio recording if recording was enabled for the flow that received the interaction. Click View Details to open a panel where you can listen to the recording.
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.
Start Time Timestamp The time, in your tenant's timezone, that the interaction started.
End Time Timestamp The time, in your tenant's timezone, that the interaction ended.
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.
Queue Time Measure

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

  Note the difference between this statistic and Time to Answer, which requires an agent to start a conversation. With Queue Time, an agent can accept an interaction before a conversation starts.
Time to Answer Measure

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

  Time to Answer is different than Queue Time. Queue Time doesn't require an agent to start a conversation. If an interaction is removed from the queue, but an agent rejects the work and the interaction goes back into the queue, Queue Time is reset while Time to Answer is not.
Conversation Time Measure

The length of time that an agent spent in conversation with a customer. This statistic is equal to Talk Time in cases when a customer isn't placed on hold.
Agent Talk Time Measure

The length of time, in seconds, that the agent spends talking with a customer. This statistic does not include hold time.
Focus Time Measure

The length of time that an interaction was selected and in focus in a Skylight Desktop product.
Customer Hold Time Measure 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).
Interaction Holds Measure

The number of times that a customer was put on hold for the given period of time.
Total 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.
CSAT% Measure The satisfaction scores given by customers to rate the interaction as a percentage of the total possible score.

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