Export Interaction Data report content description

The Export Interaction Data report is divided into the report header and the report body. The data in the header and the body is based on the export option selected.

Report header

The Export Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Data report header shows the project name and creation date.

In addition, the report header includes the following data:

• Effective filter

  The filters set for My Data Set, including the date.

• Interactions

  The number of interactions in the result set (that match the filters and the keywords in the search query), out of the total number of interactions in the data set.

• Query result metrics

  The averages of specific interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. metrics for the result set, including:

  • Average Duration

  • Average Total Hold Time

  • Average Number of Holds

  • Average Number of Transfers

  • Average Silence-Time

  • Average Employee Talk-Time %

  • Average Customer Talk-Time %

  • Average Talk-Over-Time %

Report body

The Export Interactions Data report body lists the interactions that matched the search query. The interactions are sorted by rank for all export options except for the Current result set (up to 2 million) . The report body includes the Query Data, Category Data, and Interaction Data sections.

• Query Data

  Query data includes for each interaction, the relevancy rank, score, and the keywords in the interaction that match those in the query.

  • The Rank is the star rank indicating the relevancy of the interaction to the search, and ranges from 5 to 1, with 5 being the highest rank.

  • The Score is the interaction relevancy score.

• Category data

  For each interaction, shows the categories with hits, and their relevancy scores. The relevancy score ranges from zero to one.

• Interaction data

  Interaction metrics including:

  • Custom Data, as configured in the system.

  • Metadata on the call such as the Local Start Time, ANI, DNIS, Direction, Contact ID, Switch, Switch call ID, SID Key, Extension, Exception Contact, PBX ID.  

  • Conversational metrics at the level of the interaction and contact The entire communication experience for a customer, from beginning to end., such as:

    • Number of Conferences, Holds, Transfers, and Total Hold Time (contact-level).

    • Duration, Wrap-up Time, Customer and Employee Talk-Times and Silence-Times (interaction-level).

    • Screen data, with a value of Yes if the interaction includes a screen recording of the employee workstation, and No if otherwise.

    • Employee ID and Employee name.

Related topics 

Export interaction data