Interaction Segment Details By Agent

This report provides the details of each individual agent segment that makes up an interaction. The interaction ID included in the report identifies the interaction from the customer's perspective. By default, this report is sorted by tenant name and segment start time.

What's an interaction segment?

Interaction segments are legs of the interaction that are associated with a single agent. For example, if an agent transfers an interaction, a new segment is created.

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 Segment Details By Agent report:

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

Sample Report

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

Name	Type	Description
Tenant Name	Attribute	The name of the tenant that the agent was logged in to.
Agent Name	Attribute	The name of the agent who initiated the transfer or add participant action. An agent name isn't listed for segment 0 in an inbound interaction.
To Agent	Attribute	The name of the agent receiving the transfer or being added as a participant. A name isn't listed if: An add participant action or transfer wasn't initiated A third party was added as a participant or received the transfer
Interaction ID	UUID	The unique identifier for the interaction.
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.
Segment Number	Attribute	Segments are numbered as follows: Segment 0: The result of an interaction starting. Segment 1 (and subsequent segments): These segments are the result of another queue or agent being added to the interaction either through a transfer or an add participant action. If the same agent is brought into an interaction multiple times, a new segment is created for each instance where they enter the interaction. For example, consider this scenario: Agent A hands over an interaction to Agent B using an add participant action. After speaking to the customer, Agent B hands the interaction back to Agent A. In this situation, there are two segments associated with Agent A and one segment associated with Agent B.
Start	Attribute	The time, in your tenant's timezone, that the segment started. The date is formatted as mm/dd/yyyy and the time is in 12-hour format. For example, `11/28/2017 3:26 PM` is displayed for November 28, 2017 at 3:26 PM.
End	Attribute	The time, in your tenant's timezone, that the segment ended. The date is formatted as mm/dd/yyyy and the time is in 12-hour format. For example, `11/28/2017 3:26 PM` is displayed for November 28, 2017 at 3:26 PM.
Segment Time	Measure	The length of time from when the segment started to when it ended. This statistic is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).
Start Type	Attribute	The action that started the segment: interaction: Indicates that a new inbound or outbound interaction started the segment. transfer: Indicates that a transfer started the segment. add-participant: Indicates that an add participant action started the segment
End Type	Attribute	The action that ended the segment. The possible actions are: success: The transfer completed successfully. customer-disconnect: The customer hung up or disconnected from the interaction interaction-end: The interaction ended. The action that causes the interaction to end can vary by interaction — for example, the agent hung up, the agent ended wrap-up, or the customer entered a satisfaction score at the end of a call. cancelled: The transfer or add participant action was canceled before an agent accepted the interaction.
Initiated Add Participants	Measure	The total Add Participant actions initiated for a given date range. This includes participants added successfully (for example, conferenced or handed over) and unsuccessfully (for example, canceled or rejected add participants).
Completed Add Participants	Measure	The number of add participant actions initiated that completed successfully for the given date range. Add participant actions are successful when the work offer is accepted by an agent. Initiated add participant actions where the work is rejected or cancelled aren’t included in this statistic.
Not Completed Add Participant	Measure	The number of Add Participant actions initiated that didn't complete successfully - for example, the work offer was canceled before an agent could accept the work, or no agents accepted the work.
Handed Off	Measure	The total number of times an interaction was handed over to another agent. A hand off occurs when an agent adds another agent or queue as a participant to an interaction. To count as being handed off, the first agent must leave the interaction before the agent who was added as a participant for it.
Consult Time	Measure	The amount of time that the customer was on hold when two or more agents in the interaction were in conversation with each other.
Add Participant Time	Measure	The amount of time from when the Add Participant action was initiated to when an agent accepts the work, rejects the work, or the Add Participant is canceled by the initial agent. This statistic includes Add Participant actions that complete successfully and those that don't complete successfully.
Initiated Transfers	Measure	The total number of transfers that were initiated during the given date range. This statistic includes transfers that completed successfully as well as those that didn't complete. If more than one transfer is initiated in an interaction, each transfer is counted.
Completed Transfers	Measure	The number of transfers initiated that were accepted by an agent for the given date range.
Not Completed Transfers	Measure	The number of transfers initiated but not accepted by an agent for the given date range.
Transfer Time	Measure	The length of time an interaction spends being transferred before the transfer ends. This statistic includes transfers that successfully complete and those that don't successfully complete.
Third Party	Measure	Whether the interaction was transferred to a third party or a third party was added as a participant in this segment. 0: A third party wasn't added as a participant or transferred the interaction. 1: A third party was added as a participant or transferred the interaction.
Extension Type	Attribute	The type of extension - for example, SIP or PSTN.
Extension Value	Attribute	The value of the third party's extension - for example, the PSTN phone number or SIP endpoint.

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