--- title: Interaction Details Report slug: contact-center/interaction-details-report docTags: createdAt: 2025-10-22T06:00:49.597Z --- ### 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. :::BlockQuote **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. :::BlockQuote 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.