Data source: Interactions (App)

The Interactions data source is a collection of tables you can use to build interaction reports in App. 

In this article

Overview

The Interactions data source is one of several data sources available for creating reports in App. To learn more about data sources in general, please see: Overview: Data sources for reports (App).

With the Interactions data source, you can create reports that show general information about active and completed interactions. 

You can use this data source to retrieve information like: 

• How many calls were completed yesterday for a specific queue?

• What is the average wait time for a particular queue?

• How many calls were answered vs. abandoned last week for a queue?

This article provides common use cases for the data source and a list of its tables.

Use cases

These are some of the reports that are commonly built with this data source.

Queue activity

You can use the Interactions data source to build reports to analyze queue performance based on activity that is currently happening in the queue or that previously occurred.

Here’s an example. You can compare queue metrics across one or several queues on your account by building a report that displays important metrics, like the average: 

• Wait time

• Time interacting

• Hold time

• Wrap up time

• Handle time 

Each metric is a column in the report.

After you add the columns to the report, group the interactions by Queue ID to see these metrics by queue. You can then apply a report filter to narrow the report down to specific queues if you don’t want to see data for all queues on your account.

Interaction detail

You can use the Interactions data source build reports to see important details about specific interactions to look at them more deeply.

These types of reports usually show information like: 

• When was the interaction created in the queue?

• Who completed the interaction?

• What type of interaction was it? (phone, SMS, etc.)

• How many times was it transferred?

• And more

You can also see data about the specific wait time, hold time, handle time, and more for a specific interaction, too.

You can also apply a report filter to narrow the report down to the specific interactions you want to see, like created within a specific data range, handled by a specific user, hosted in a specific queue, etc

Queue user activity reports

You can use the Interactions data source to build reports to compare and contrast activity across your team over a specific period of time, like from “last week” or “yesterday”. 

These reports are useful to help you more easily analyze individual user activity, which is helpful when ramping up a new team member or seeing how to stretch your top performers

These types of reports display information like: 

• How many interactions did a user manage?

• What types of interactions did they manage (How many phone calls? Web chats? SMS? etc.)

• What are the user’s average stats, like:

  • • Hold time

    • Handle time

    • Time interacting

    • And more

You can compare this data to the rest of your team as needed.

Tables

The Interactions data source consists only of the database tables that are relevant to this data source. This gives you access to the specific data that you need for creating these types of reports.

Below are the tables available when creating a report with this data source. Click any of the links below to view column documentation for each table.