What information is included in the Interaction Details Report?

What information is included in the Interaction Details Report?

• A. Only the interactions that ended with a wrap-up code.
• B. Any interaction associated with the agent, even if the agent did not interact; the agent who started or answered the interaction; Date, time, and duration; Direction; Queue and wrap-up code; Time in queue.
• C. Inbound interactions only.
• D. Interactions started in the range.

Answer: (B)

The key idea here is understanding what per-interaction data the Interaction Details Report exposes. This report includes information for any interaction that’s linked to an agent, even if the agent did not actively interact with it, and it shows who started or answered the interaction. It also records all the essential timing and routing details: the date and time, the duration, the direction (inbound or outbound), the queue involved, the wrap-up code (if any), and the time spent in queue. This comprehensive scope lets you analyze an agent’s overall workload and the customer journey behind each interaction. Why other descriptions don’t fit: it isn’t limited to interactions that ended with a wrap-up code, it isn’t restricted to inbound interactions only, and it isn’t confined to a specific start date range. The chosen description matches the full set of data the report provides.

The key idea here is understanding what per-interaction data the Interaction Details Report exposes. This report includes information for any interaction that’s linked to an agent, even if the agent did not actively interact with it, and it shows who started or answered the interaction. It also records all the essential timing and routing details: the date and time, the duration, the direction (inbound or outbound), the queue involved, the wrap-up code (if any), and the time spent in queue. This comprehensive scope lets you analyze an agent’s overall workload and the customer journey behind each interaction.

Why other descriptions don’t fit: it isn’t limited to interactions that ended with a wrap-up code, it isn’t restricted to inbound interactions only, and it isn’t confined to a specific start date range. The chosen description matches the full set of data the report provides.