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Back to Reports List The Interaction Evaluation & Conversation Analytics Report provides interaction-level insights for quality evaluation and business analysis. It exports data from selected evaluation forms, including interaction metadata, evaluation outcomes, sentiment analysis, detected topics (with hierarchy where available), conversation intelligence insights, manual audit details, AI-generated justifications (when available), business metadata, metric-level results, and configurable standard, optional, and custom fields. Supervisors can filter reports by channel, queue, flow, language, agents, agent groups, contact direction, and duration status. Exports include processed conversations by default, with an option to include pending, unprocessed, and validation-failed conversations. Optional and custom fields are added dynamically as CSV columns based on the selected evaluation forms, configuration, available data, and date range.

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Generate the Report

  1. Create the New Report. Follow the standard report creation process described in see Scheduled Reports.
  2. Select Interaction Evaluations and Conversation Analytics Report from the Report Type list. Report Selection
  3. Select one or more Evaluation Forms. Only interactions evaluated using the selected forms are included.
  4. Select the Date Range and Timezone.
  5. Complete the Configuration — Filters section.
  6. Select + Add Filter to add one or more filter rows.
  7. Configure Standard Filters, such as: Channel (Voice or Chat), Contact Direction (Inbound or Outbound), Queue, Language, Agents, Agent Groups, Duration Status.
  8. Configure selected filter values as required.
    • When using a flow-based evaluation form, the Flow filter displays only associated Experience Flows.
  9. Configure Custom Filters using organization-specific fields, such as: AccountID, AccountStatus, AccountStatusID, ActionID, ActionName.
  10. Configure Optional Fields to include additional metrics or attributes in the report export. This includes two tabs:
    • Standard Optional Fields: Predefined system-defined (evaluation scores, sentiment, duration, topics, and conversation intelligence metrics) and ready-to-use for consistent reporting.
    • Custom Optional Fields: Organization-defined (from CRM integrations, APIs, AI Agent metadata) and adds business-specific context, such as Account ID, Status ID, Flow Name (when applicable).
  11. Enter one or more email addresses in the Send Email to field to send the automated reports. At least one email address is required.
  12. Select Next.
  13. Complete the Schedule section to generate the report using the current configuration.
AI Justifications are available only for Gen AI by Question metrics. These explanations appear in this report and are also available through supported APIs.
For information about report configuration, see Configure Schedule Reports.
The report returns all interactions matching the selected filters. Use the Duration Status filter to limit results by evaluation eligibility. Interactions ingested before duration threshold support may contain a null value for duration_status.

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Processing Status Options

The following options determine whether pending or validation-failed conversations are included in exported reports.
The exported report includes a Processing Status column with one of the mentioned values: Processed, Pending, or Validation Failed. For validation failures, the report also includes the associated validation failure reason.

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Report Behavior

The report behaves as follows:
  • AI Justifications are available only for Gen AI by Question metrics.
  • Custom fields depend on the selected date range and available data.
  • Only selected optional and custom fields are included in the CSV export.
  • By default, all interactions matching the selected filters are exported.
  • Use Duration Status to filter interactions by: Evaluated, Below Threshold, Duration Unavailable.
  • For interactions ingested before duration threshold support, the duration_status field returns null.
  • Contact Direction displays Inbound, Outbound, or All Directions, when available.
  • Flow-based evaluation forms export Experience Flow conversations together with flow-specific evaluation details.
  • Not Applicable Scoring Treatment indicates whether a non-applicable metric was excluded from scoring or awarded full weight during evaluation.

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Report Fields

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Generated CSV Fields

The report exports interaction-level details, evaluation results, conversation insights, and metric-level evaluation data.

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Metric-Level Evaluation Fields

When metric-level details are included, the report exports one row for each evaluated metric associated with an interaction. Metric-level fields are generated dynamically based on the selected evaluation form. Each configured metric includes its evaluation result together with related attributes such as fatal metric status, adherence weight, and violation status. Supported metrics may include: Standard quality metrics, AI-based metrics, Deterministic metrics, Manual evaluation metrics, Voice quality metrics, Organization-specific custom metrics. AI Justification and Trigger Justification fields are included only for supported metrics.

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View and Download the Report

For information about viewing, downloading, managing reports, and adding, editing, or removing filters, see Manage Reports. Reports are exported in CSV format.