Access report for currently parked interactions

You can now identify and report on parked interactions using multiple reports and dashboard widgets, such as:

• Interactions Detailed Reports

• Interactions Summary report

• Agent Status Change detailed report

• Agent Interactions Summary report

• Queue Summary report

• Agent Performance dashboard widget

• Queue Summary dashboard widget

• Activity dashboard widgets

When an agent parks an interaction, the interaction remains assigned to them but is temporarily set aside without being actively handled. Park Duration is tracked separately from Handling Duration, giving supervisors a clearer picture of what drives the total time required to complete an interaction.

Agents can park and unpark an interaction multiple times. To view ongoing interactions that are currently parked, open the Interactions Detailed Reports, add a State filter, select the <is> operator, and then select Parked from the list. This returns all interactions that are active but temporarily set aside by an agent. To include currently parked interactions in your results, select the Show ongoing interactions check box at the top of the report.

Use case example:

A supervisor notices that the end-to-end journey duration for email interactions are longer than expected. By filtering the Interactions Detailed Reports for parked interactions and reviewing park duration alongside handling duration, they identify that agents are frequently parking complex billing emails for extended periods, pointing to a need for additional training or escalation support.