Interaction Details
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This report displays detailed information about an interaction. This includes IVR, queue, and agent details and recordings.
Enter a scenario Id of an interaction in the search box and then press the enter key. Detailed interaction information will appear below.
For report options (e.g., edit columns), See Report Options
A interaction scenario Id can be found in IVR Details, Queue Details, or Agent Details reports by enabling the scenario Id column in the column chooser.
A direct link can be created to display a specific interaction and tab. Use the following format: https://cc.landis.cloud/app/main/call/ + Call scenario ID + # + Tab name
Tab options are calldetails, recordings, or ivrdetails
See example URL below: https://cc.landis.cloud/app/main/call/56912e36-d9b3-4d08-b7e9-703f817038cb#recordings
Interaction Details
Start
Start date/time of interaction.
End
End date/time of interaction.
Length
Total interaction length
Contact Name
Name of contact
Contact Id
Id of contact
Contact UPN
Contact user principle name
Scenario Id
Unique Id of inteaction
Interaction Entry Point
What queue or IVR first connected to the interaction.
Graph Analytics Requested
Interaction handlers are the objects that have participated in the handling of the interaction. This report is best viewed sorted by start time ascending.
Direction
Direction of interaction (Inbound/Outbound)
ParticipantAdId
Entra ID object ID of contact
Participant Name
Name of contact
Participant UPN
User principal name of contact
Start
Start date/time of interaction
End
End date/time of interaction
Callback Contact
Callback phone number or UPN.
Callback Description
Description of callback.
Length
Total interaction length
Wrapup Time
Time the agent spent in wrapup
Interaction Handler Type
The object (Participant, IVR, or Queue) that has participated in the handling of the interaction.
Sentiment Enabled
Displays if Sentiment was enabled.
Connected
Displays if the interaction was connected to an agent.
Holding
Amount of time the contact has waited in the queue before connecting with the agent
Ringing
Amount of time the interaction was alerting the agent.
Recording File Reference
Recording folder and file name in Azure blob storage.
Recording Mode
Call setting policy recording mode that was configured for the OU object.
Leave Reason
Why the interaction left the object
End Reason
Why the interaction was disconnected from the object
OU Path
Displays the organization unit where the interaction detail record is stored.
Recordings displays all recordings that are associated with the call.
Selecting a recording from the list will allows the recording to be played and displays the sentiment and transcription.
The transcription can be copied or downloaded by selecting the Copy Transcription or Download Transcription button.
Name
Recorded user name
Start
Start date/time of recording
Length
Length of recording
Recording Mode
Recording mode that was applied to the call.
IVR details displays IVR variables that have been initialized during the call.
IVR Name
Name of the IVR that initialized the variable
Time
Time the variable was initialized
Block Name
IVR Block that initialized the variable
Parameter Name
IVR variable name
Parameter Value
IVR variable contents
Block Type
IVR Block Type that initialized the variable
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