Interactions
In this module, you will have a list with the interactions, by default you will see the interactions of the day. All the interactions in only one screen.
Dashboard
Column | Description |
---|---|
Start time | Is the start time of the interaction. |
Contact | Is the telephone number, email address or account name of the customer, depending on the channel. |
Campaign | Here you can see the list of campaigns where the interaction passed. |
Agent | Here you can see the list of agents of the interaction. |
Disposition | Is the disposition selected by the agent |
Duration | Is the total duration of the interaction. |
Download | If you press this button, the interaction will be downloaded. If is a call interaction, the recording will be downloaded and if is a text interaction an image with the messages will be downloaded. |
Filters
Column | Description |
---|---|
Date | You can select the range of days you want |
Channels | You can select the channels you want to see |
Campaigns | You can select the campaigns you want to see |
Agent | You can select the agents you want to see |
Disposition | Here you can see the disposition that was selected by the agent. |
Duration | Here you can see the total duration of the interaction |
Download | If you press the button, the interaction will be downloaded. If is a call interaction, the recording of the call will be downloaded and if is a text interaction, an image with the messages between the agent and the customer will be downloaded |
Date
You can select the range of days you want
Channels
You can select the channels you want to see
Campaigns
You can select the campaigns you want to see
Agents
You can select the agents you want to see
Connected interactions
If you check this option, only interactions that has
Outbound hub interactions
Interactions that were made by an Outbound Hub.
Client
You can put the callerid of the customer. Depending on the channel, the callerids can be telephone number, email or name.
Interaction details
You can take a look of the interaction details just pressing over any item of the list and the detail is going to be opened inmediately in a new pop-up with a complete timeline with events, the transcription of the interaction, metrics, quality models, and much more interesting things!
Timeline
In this timeline you will have the detailed events of the interaction, including information such as agent, campaign, time and duration per event. Some events also indicates the direction of the interaction with an arrow, if it's inbound or outbound.
Events
You can see some events in the timeline that are really important. Below is a brief explanation of each one.
Started
Indicates that the interaction was started. Also, indicates with an arrow if the interaction is inbound or outbound.
Time
Agent
This event indicates that the interaction was attended by the agent. Also, include the name of the agent, campaign, time and the time of the event.
Transfer
This event indicates the time
Disposition
This event indicates that the agent selected the disposition for the interaction.
Finished
Indicates that the interaction was finished. Also, indicates the total time since the interaction was started and finished and when was finished.
Metric | Description |
---|---|
Total | Is the number of agents who are members of the campaign. |