Interaction Activity Daily Report
Overview
The Interaction Activity Daily Report provides a daily, queue-wise and campaign-wise summary of all interactions handled within the contact center.
It offers end-to-end visibility into each interaction’s lifecycle — from creation and assignment to transfers, merges, and closures. This report helps supervisors and administrators understand the distribution, workload, and progress of interactions across teams and queues.
It is an essential report for tracking daily operational efficiency, routing effectiveness, and ticket handling activity across the organization.
Key Insights
This report helps users to:
- Monitor daily interaction volumes per campaign and queue.
- Track how interactions are created, assigned, transferred, or closed.
- Identify automation vs. manual intervention in ticket assignment.
- Analyze transfer trends (to agents or queues) to optimize routing rules.
- Review internal collaboration through merge, split, and internal note metrics.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
# | Number | Row number for each entry in the report. |
Date | Date | The date on which the interaction activity occurred. |
Campaign Name | String | The name of the campaign where the interaction took place. |
Queue Name | String | The name of the queue where the interaction was created, transferred, or handled. |
Interactions Handled | Number | Total number of interactions handled (created, assigned, transferred, or closed) during the specified day. |
New Created | Number | Number of newly created interactions on the given date. |
System Assigned | Number | Count of interactions automatically assigned to agents by the system based on routing logic. |
Supervisor Assigned | Number | Count of interactions manually assigned to agents by supervisors. |
Interactions Picked | Number | Number of interactions manually picked by agents themselves from the queue. |
Transferred to Queue | Number | Number of interactions transferred from one queue to another for further handling. |
Transferred to Agent | Number | Number of interactions transferred directly to a specific agent by another user or supervisor. |
Transferred From Queue | Number | Number of interactions automatically transferred from one queue to another after exceeding a timeout threshold (when not attended in the initial queue). |
Merged | Number | Number of interactions that were merged into other interactions (e.g., duplicate tickets combined). |
Splitted | Number | Number of previously merged interactions that were later split back into separate tickets. |
Closed | Number | Number of interactions that were successfully closed on that day. |
Expired | Number | Number of interactions marked as expired. An interaction is considered expired if its creation time exceeds the configured expiry duration and its status is Closed. • Default Expiry Time: 366 days • Recommended Minimum: Greater than 90 days |
Internal Notes | Number | Number of internal notes added to tickets by agents or supervisors for collaboration, documentation, or escalation tracking. |
Understanding Key Metrics
Metric | Description / Purpose |
|---|---|
New Created | Helps identify incoming workload volume for the day. |
System vs. Supervisor Assigned | Distinguishes between automated ticket distribution and manual supervisory intervention. |
Transferred to Queue / Agent | Indicates workflow efficiency and routing logic performance. High values may suggest queue overload or improper assignment logic. |
Merged / Splitted | Reflects ticket quality and duplication trends. Frequent merges can indicate duplicate ticket creation from multiple channels. |
Closed / Expired | Measures closure rate and ticket lifecycle efficiency. Expired tickets may signal backlog or delayed resolution. |
Internal Notes | Reflects team collaboration activity and transparency in issue resolution. |
Example
Date | Campaign Name | Queue Name | New Created | System Assigned | Supervisor Assigned | Transferred to Queue | Transferred to Agent | Closed | Expired | Internal Notes |
|---|---|---|---|---|---|---|---|---|---|---|
2025-07-12 | Technical Support | L1 Queue | 245 | 210 | 12 | 30 | 15 | 198 | 5 | 46 |
2025-07-12 | Sales Inquiry | CRM Queue | 160 | 120 | 8 | 10 | 22 | 130 | 0 | 18 |
2025-07-12 | Billing Support | Payments Queue | 98 | 85 | 3 | 12 | 6 | 82 | 1 | 10 |
Use Cases
- Supervisors: Track daily ticket inflow, assignments, and queue performance.
- Administrators: Audit ticket routing and system automation effectiveness.
- Operations Managers: Monitor workload distribution and closure efficiency across campaigns.
- Quality Analysts: Identify reassignments, transfers, or collaboration indicators through internal notes and merged/split data.
Best Practices
- Regularly review Transferred to Queue/Agent metrics to refine routing rules.
- Monitor Expired and Closed counts to maintain SLA adherence.
- Use Internal Notes trends to gauge agent collaboration and coaching needs.
- Combine this report with the Interaction Details Report for deeper ticket-level visibility.