Are interactions where the agent did not interact included in the Interaction Details Report?

Are interactions where the agent did not interact included in the Interaction Details Report?

• A. Yes, any interaction associated with the agent.
• B. No, they are not included.
• C. Only if the interaction started in the last 24 hours.
• D. They are included only if there is a wrap-up code.

Answer: (A)

The Interaction Details Report is agent-centric, showing every interaction that’s associated with the agent. If an interaction is routed to or owned by the agent, it will appear in the report even if the agent didn’t actually interact with it. This is why the correct answer is that such interactions are included—the criterion is association to the agent, not active participation. It isn’t limited by when the interaction started or by the presence of a wrap-up code, since inclusion is based on being linked to the agent.

The Interaction Details Report is agent-centric, showing every interaction that’s associated with the agent. If an interaction is routed to or owned by the agent, it will appear in the report even if the agent didn’t actually interact with it. This is why the correct answer is that such interactions are included—the criterion is association to the agent, not active participation. It isn’t limited by when the interaction started or by the presence of a wrap-up code, since inclusion is based on being linked to the agent.