--- title: Interaction Activity Daily Report slug: contact-center/interaction-activity-daily-report docTags: createdAt: 2025-10-22T06:02:14.340Z --- ### 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.