Does the Interaction Details Report include interactions that are currently being handled by an agent?

Does the Interaction Details Report include interactions that are currently being handled by an agent?

• A. Yes, including in-progress.
• B. Yes, only ended interactions.
• C. No, only outbound interactions.
• D. No, only interactions that have ended.

Answer: (D)

The key idea here is that the Interaction Details Report is a retrospective view of conversations. It only has meaningful, complete data once an interaction has ended—final outcomes, wrap‑ups, durations, and agent details are all known after the interaction closes. Because of that, in-progress interactions are not included, since their final results aren’t determined yet. The correct choice reflects this by saying the report shows only interactions that have ended. While it does apply across channels and includes both inbound and outbound interactions, the important limitation is the status: in-progress items aren’t part of the report.

The key idea here is that the Interaction Details Report is a retrospective view of conversations. It only has meaningful, complete data once an interaction has ended—final outcomes, wrap‑ups, durations, and agent details are all known after the interaction closes. Because of that, in-progress interactions are not included, since their final results aren’t determined yet. The correct choice reflects this by saying the report shows only interactions that have ended. While it does apply across channels and includes both inbound and outbound interactions, the important limitation is the status: in-progress items aren’t part of the report.