Create a report to look up calls by interaction ID (App)

This article explains how to create a report to look up calls by interaction ID in App.

Steps

See the screenshot below for an example of the completed report. This report uses the User Call Data data source.

Note that this report uses a dynamic filter. The text box interactionId is where you can paste an interaction ID for the interaction that you want to retrieve call details for.

Continue reading this section for steps on how to create the report.

1. Log into App at app.avaya.cx.

2. Navigate to Analytics.

3. Click the New Report button in the top-right corner of the screen.

4. Provide a name for the report in the pop-up modal and choose the User Status History data source.

Once you’ve created the report, you’re ready to build the report by adding the appropriate columns and configuring the groups and filters you need to look up calls for a specific interaction by the interaction’s ID.

5. In the Columns tab, select the following columns for the report:

• Interaction Id

• Created On

• Completed At

• User Name

• Caller Name

• Caller Number

• Call Recording

6. At the top of the screen, click the Filters button. With a filter, you can create a dynamic field where you can input an interaction ID. This will retrieve the call data associated with that particular interaction. See the screenshot below for an example.

7. Click Build. Then, click the Save icon in the top-right corner of the screen.

The resulting report shows a list of all the calls data associated with the specified interaction ID.

Read more

• Set up a dynamic input filter in a report (App)

• Create a report to find a call recording (App)