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Interaction Evaluation and Conversation Analytics Report

Exports comprehensive conversation data based on selected evaluation forms, with customizable field options. This report provides detailed insights into individual interactions, including sentiment analysis, topics discussed, agent performance metrics, and evaluation scores.

Generate Interaction Conversation Analytics Report

Steps to generate the Interaction Evaluations and Conversation Analytics Report:

  1. On the Reports tab, Select New Report.

  2. From the Create New Report list, select the Interaction Evaluations and Conversation Analytics Report.
    Report Selection

  3. Select Next to proceed.

  4. Configure the General section.

    • Enter a unique identifier Name for the report.

    • Enter a meaningful Description explaining the report's purpose and intended audience.

    • Select Next to proceed.
      General

  5. Enter the Configure section fields and filters.

    • Select one evaluation form to determine data scope and applicable interactions.

    • Select a Date or date range from the dropdown, such as Current day, Previous day, Last 7 days, Last Week, Week to Date.

    • Select a Timezone (defaulting to the device's local timezone) from the dropdown.

    • Configure the required Filter.

      • Select +Add Filter to add Channel, Queue, Language, Agents, Agent Groups.

      • Set the values vs. the selected/added filters.

    • Add Optional Fields to include additional metrics or attributes.

    • Enter recipient addresses in Send Email to send the automated reports (minimum one required).

    • Select Next to proceed.

      Configure

  6. To schedule report generation, select either Run on Demand and Schedule.

    • Select Run on Demand, and select Save to generate the report immediately with the current configuration.

    • Select Schedule to set up automated recurring report generation.
      Schedule

  7. Choose a Frequency or Repeat (Hourly/Daily/Weekly/Monthly/Quarterly/Yearly).
    Repeat

  8. Select a Start Date to start the schedule.

  9. Select a Timezone (defaults to your device's local timezone).

  10. Select Instant Run to generate the report immediately.

  11. Select Save to confirm and activate the schedule.
    Save

  12. The saved report appears in the Reports > My Reports dashboard.
    My Reports

  13. Enable scheduling by switching on the Schedule toggle.

  14. Select Bulk Run to generate the report immediately.

Report Fields

Conversation Summary

This report analyzes agent interactions by summarizing each conversation’s sentiment, duration, and evaluation scores, along with key performance metrics such as total interactions, scorecard results, evaluation and audit scores, failure rates, coaching assignments, and adherence indicators.

Conversation ID Agent Language Start Time End Time Duration (min) Topic Sentiment Score Kore Evaluation Score Audit Score Is Passed Escalation
c-01ca24e-4b50-4d38-a1d1-ddd0bd371258 John K StagingXo en 2025-10-24 21:23:17 2025-10-24 21:25:42 2.4 Flight Booking 5.85 78 N/A 0 0
c-0634784-37ed-4550-bb73-3d0e88ca2a32 Lily A ja 2025-11-11 09:36:50 2025-11-11 09:38:51 2 Flight Booking 6.91 53 N/A 1 0
c-0723048-e40c-4b37-9c57-b29758d34944 John K StagingXo en 2025-11-11 07:09:51 2025-11-11 07:17:53 8 Service Issue 1.91 57 5 1 0
c-0a8c012-a2d2-4379-a9ca-b0c2d89e7e50 John A ja 2025-10-24 10:10:17 2025-10-24 10:11:06 0.8 Password Reset 1.33 35 N/A 1 0
c-0bb60bb-9078-4026-9358-db0407466528 John A ja 2025-10-24 10:09:51 2025-10-24 10:10:10 0.3 Smartphone Power Issue 1.33 35 N/A 1 0

View and Download the Report

Steps to view and download a report:

  1. On the Reports tab, navigate to the Actions column.

  2. Select the vertical Ellipsis button.

  3. Select History to view all generated reports.

  4. Select Download to save the required reports in CSV format.

Report Format

  • Format: CSV file

  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
    Reports Access