Interaction Details Report

overview the interaction details report provides a comprehensive overview of all tickets (or interactions ) created within a specific campaign it offers complete 360° visibility into each ticket’s lifecycle — from creation to closure — including details such as ticket ownership, sla timelines, and customer information supervisors and administrators can use this report to track the current status of every ticket review sla compliance for assignment, first response, and resolution identify tickets that were reopened, delayed, or closed within the selected duration report configuration options you can generate this report based on the interaction creation and closure timeframes created in selected time duration generates a report for all interactions created within the chosen date range closed in selected time duration generates a report for all interactions closed within the chosen date range created or closed in selected time duration (recommended) generates a report that includes all interactions that were either created or closed during the specified time frame if custom fields have been configured and assigned to the campaign, their data will also appear as additional columns in this report note this documentation assumes that the report is generated using the “created or closed in selected time duration” option, with no custom fields included report fields column name data type definition # number sequential row number for each record in the report ticket id number unique identifier automatically generated for each ticket custom id number custom ticket id configured by the administrator (appears only when custom ticketing is enabled) ticket subject string subject line or topic associated with the ticket or customer communication created on date & time date and time when the ticket was created created by string name of the user or agent who created the ticket campaign name string name of the campaign under which the ticket was created campaign id string unique id of the campaign under which the ticket was created queue name string name of the queue where the ticket originated or is being handled queue id string unique identifier of the queue assigned to the ticket channel string source of the interaction (e g , email, chat, whatsapp, web, or social media) last modified date & time date and time when the ticket was last updated status string current status of the ticket (e g , open, in progress, closed, pending) agent string name of the agent currently assigned to handle the ticket ticket priority string indicates the priority level of the ticket (e g , high, medium, low) assign time sla duration sla target duration within which the ticket should be assigned to an agent time to assign duration actual time taken to assign the ticket to an agent after its creation first response sla duration sla target duration for the agent’s first response to the customer time to response duration actual time taken by the agent to send the first response resolve time sla duration sla target duration within which the ticket must be resolved time to resolve duration actual time taken to resolve the ticket closed on date & time date and time when the ticket was closed customer id string system generated unique identifier of the customer associated with the ticket customer name string name of the customer if registered in the ameyo system reopen count number number of times the ticket was reopened after closure customer email string registered email address of the customer customer phone number registered phone number of the customer understanding key metrics metric purpose / insight time to assign measures the responsiveness of the ticket assignment process time to response evaluates how quickly agents provide the first response to customers time to resolve reflects efficiency in closing tickets and meeting resolution slas reopen count helps identify recurring or unresolved issues that require follow up status & sla fields allow supervisors to monitor open tickets, sla adherence, and potential breaches custom fields handling the interaction details report dynamically includes or excludes custom fields based on the campaign configuration at the time of report generation if custom fields exist and are assigned to the campaign, their data appears in separate columns if a custom field is deleted or unassigned later, it will not appear in future reports — even when fetching past data however, the historical data remains securely stored in the database for audit and retrieval purposes this ensures that reports always reflect the current configuration of the interaction campaign while preserving the underlying data integrity example ticket id subject agent status priority created on closed on time to resolve customer name channel 45231 payment issue ravi kumar closed high 2025 07 10 10 05 2025 07 10 14 40 4h 35m anjali sharma email 45242 app login error priya verma resolved medium 2025 07 10 11 20 2025 07 11 09 15 21h 55m karan bansal chat 45258 refund request system assigned pending low 2025 07 11 13 30 – – nidhi patel web use cases supervisors track ticket flow, sla breaches, and agent performance operations teams analyze interaction trends by channel or campaign quality analysts review reopened or delayed tickets for process improvement administrators audit system based vs manual ticket creation and handling times best practices regularly monitor sla durations (assign, response, resolve) to ensure compliance use reopen count and customer comments to identify process gaps filter by campaign , queue , or agent for more focused operational insights combine this report with the feedback report to correlate sla adherence with csat performance archive or export reports periodically for performance tracking and compliance audits