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 durationGenerates a report for all interactions created within the chosen date range.
- Closed in selected time durationGenerates 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.
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.
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 | |
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.