Which information is included in the Interaction Details Report regarding the queue?

Which information is included in the Interaction Details Report regarding the queue?

• A. The queue name for the interaction.
• B. The wrap-up code for the interaction only.
• C. Queue name and wrap-up code for the interaction.
• D. No queue information.

Answer: (C)

The key idea here is that detailed interaction reports capture both where the contact was queued and how it was concluded. The queue name tells you which queue handled the interaction, which is essential for understanding routing, workload, and performance by queue. The wrap-up code records the disposition or outcome after the interaction, which lets you analyze why contacts ended a particular way and how agents and queues are performing. Together, these two pieces—queue name and wrap-up code—give a complete view of the interaction’s journey through the queue and its final categorization, making this the most informative option. Relying on only the queue name would omit the outcome, while only the wrap-up code would lose routing context, so both are included.

The key idea here is that detailed interaction reports capture both where the contact was queued and how it was concluded. The queue name tells you which queue handled the interaction, which is essential for understanding routing, workload, and performance by queue. The wrap-up code records the disposition or outcome after the interaction, which lets you analyze why contacts ended a particular way and how agents and queues are performing. Together, these two pieces—queue name and wrap-up code—give a complete view of the interaction’s journey through the queue and its final categorization, making this the most informative option. Relying on only the queue name would omit the outcome, while only the wrap-up code would lose routing context, so both are included.