Introduction

The report "10. Answered Calls Detail" from the "Skills & Services" report group allows you to view the details of interactions that were answered, including the skill/service, date and time, interaction identifier, response time, the agent who handled it, and the type of interaction/channel. It is key for operational auditing, response time analysis, and traceability of attendances by skill.

Note: It is necessary to select either the ALL option (all skills) or a specific skill by its ID in the SKILL field.

Report Information

• CONN_ID: Displays the interaction/call identification number (a unique identifier), useful for traceability and cross-referencing with other reports or audits of specific cases.
• SKILL_ID: Indicates the identification number of the skill/service where the answered interaction was recorded; used to segment results by queue/service from a technical perspective (ID).
• SKILL_NAME: Shows the name of the skill/service associated with the interaction; it is the operational reference to quickly interpret in which queue the interaction was handled.
• DATE: Corresponds to the date and time when the interaction event was recorded in the report; allows ordering attendances over time and analyzing peaks or specific time slots.
• RESULT: Represents the result of the interaction, and in this report, the value will always be ANSWER (the interaction was answered/handled), as the report's purpose is to list only effective attendances.
• ANI: Also known as Automatic Number Identification; shows the phone number of the end user making the inbound call (when applicable for voice channels), useful for traceability and origin analysis.
• ANSWER_TIME: Indicates the time it took for the interaction to be answered, measured as the response time until it was handled; it is key data for evaluating end-user experience and handling performance (e.g., high times may correlate with saturation or capacity imbalance).
• AGENT_ID: Displays the identifier/extension of the agent who handled the interaction; allows attributing attendances by agent and supports workload audits or measurements.
• TYPE_INTERACTION: Defines the type of interaction/channel and can yield these default values: chat-configurationbox (internal chat), chat-email (email chat), chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web (web chat), chat-whatsapp (WhatsApp chat), chat-telegram (Telegram chat), chat-line (chat from Line messaging service), inbound (inbound call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign).