Interaction Time

Statistic Name	Description	Function/Formula	API Name
Interaction Time	The time from when an interaction starts to when the customer hangs up. The interaction begins when the flow first receives the customer's call or initial message and ends when the customer hangs up. This statistic does not include the agent’s wrap up time. This expression formats the Interaction Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Maximum, Minimum, Average, Count	interaction-time
Total Interaction Time	The total interaction time across all interactions for the given period. This expression formats the Total Interaction Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Total

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Detail by Agent

Interaction Detail by Contact

Interaction Detail by Queue

Channel by Contact

Abandoned Channel by Day

Performance by Channel

Inbound Traffic by Hour

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Entries

Message Detail

Recordings & Messaging by Interaction

Recording & Messaging by Agent

Custom Interaction Attributes by Agent

Interaction

Interaction Detail