> For the complete documentation index, see [llms.txt](https://cc.docs.landis.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cc.docs.landis.cloud/reports/interaction-details.md).
# Interaction Details
Navigate to Analytics & Reports | Interaction Details
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](/appendix/report-options.md)
{% hint style="info" %}
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.
{% endhint %}
{% hint style="info" %}
A direct link can be created to display a specific interaction and tab. Use the following format: + Call scenario ID + # + Tab name
Tab options are calldetails, recordings, or ivrdetails
See example URL below:
\
{% endhint %}
### Interaction Details
| Property | Description |
| ------------------------- | --------------------------------------------------------------------- |
| 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 | See [Graph Transfer Reporting](/appendix/graph-transfer-reporting.md) |
{% tabs %}
{% tab title="Interaction Handlers" %}
Interaction handlers are the objects that have participated in the handling of the interaction. This report is best viewed sorted by start time ascending.
| Column | Description |
| ------------------------ | ------------------------------------------------------------------------------------------------- |
| 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. |
| {% endtab %} | |
{% tab title="Recordings" %}
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.
| Column | Description |
| -------------- | -------------------------------------------- |
| Name | Recorded user name |
| Start | Start date/time of recording |
| Length | Length of recording |
| Recording Mode | Recording mode that was applied to the call. |
| | |
| {% endtab %} | |
{% tab title="IVR Details" %}
IVR details displays IVR variables that have been initialized during the call.
| Column | Description |
| --------------- | --------------------------------------------- |
| 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 |
| {% endtab %} | |
| {% endtabs %} | |
---
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