Interaction Module

Welcome to the Interaction screen! From here, you can view all the information related to interactions across all channels, including detailed information for each one.

General Dashboard

Once you enter this module, you will see the list of interactions for today. However, if you previously used filters in this module, the system will retain those criteria, displaying only the interactions that match the selected filters.

Interaction List

On this screen, we have different columns displaying various information. Below, we explain each of them.

• Start Time: indicates the date and time the interaction started. For outgoing interactions, it's the date the user initiated the interaction, and for incoming interactions, it's the date the interaction entered uContact.
• Channel: indicates the channel associated with the interaction.
• Client: indicates the medium through which the client communicated, depending on the channel, the displayed information may vary.
  • Telephony: phone number.
  • WhatsApp: client’s name associated with their WhatsApp account.
  • SMS: phone number.
  • WebChat: client’s name.
  • Email: client’s email address.
  • Instagram: client’s name on their Instagram account.
  • Messenger: client’s name on their Messenger account.
• Campaign: indicates the campaigns the interaction passed through. This includes the campaign it entered or left through, as well as any campaigns it was transferred to.
• Agent: indicates all the agents who handled the interaction.
• Disposition: If the campaign has dispositions, the last selected disposition level by the user will be shown. Hovering over the disposition will display a detail of all levels selected by the user. If the interaction was managed by multiple agents, the last disposition selected by each agent will be displayed, as long as the campaign includes dispositions.
• Duration: indicates the total duration of the interaction, from when it was started or entered until it was finished.
• Download: allows you to download the interaction. For telephony interactions, it will download the recording, and for text interactions, it will download the conversation.

Interaction Details

Here, we show and explain in detail all the available information in a telephony channel interaction.

There are 5 tabs where you can find different information.

• Transcription: Here you will find the interaction transcription, if you have Net2phone AI for telephony interactions, and for text interactions, the conversation between the agent and the client.
• Metrics: Here you can view various metrics related to the interaction.
• Quality: Here you can use Quality Models to evaluate the service provided to the customer.
• AI Statistics: If you have Net2phone AI, you can view different statistics that help evaluate the service provided to the customer.
• Data: Technical information from Asterisk related to the interaction.

Quick Tip!

With Net2phone AI, you can get very useful metrics for your call center!

What Will You Find Here?

Let’s explore each element available in this section and its meaning, so you can understand its purpose and usefulness.

Interaction Information

At the top, you will find basic information about the interaction. Below, we explain each part.

• Channel: indicates the interaction channel, in this case, it will be Telephony.
• Direction: indicates whether the interaction was incoming or outgoing.
• Phone: indicates the client's phone number.
• Campaigns: indicates all the campaigns the interaction passed through.

Call Recording Telephony Only

Next, you will see the call recording and different actions you can perform on it.

Recording Details

• Recording waveform: you can visualize the waveform of the recording.
• Recording duration: indicates the total duration of the call, from when it arrived at uContact to when it was finished.

Recording Actions

• Rewind: allows you to go 5 seconds back in the recording.
• Play/Pause: allows you to play or pause the recording.
• Fast Forward: allows you to fast forward 5 seconds in the recording.
• Playback Speed: allows you to modify the speed at which the recording will play.
• Comment:
• Skip silent gaps: allows you to play the recording ignoring parts where there is no audio or no one is speaking.
• Play only negative parts:
• Download: allows you to download the call recording.

Timeline

In the timeline, you can view the list of events that occurred during the interaction, from when it started until it ended. You will get details about transfers, dispositions, campaigns it passed through, wait times, and more.

What Are the Possible Events?

In the timeline of each interaction, you will see the different events that occurred from start to finish. You can refer to the following guide for details about each one and to understand its meaning.

How to Apply Filters?

To help you personalize your search for interactions, you can use filters to find interactions more precisely.

1. To begin applying filters, click the filter button located in the bottom-right corner.

Filters are divided into general and advanced. Below, we detail each of them.

General Filters

From here, you can apply general filters such as dates, campaigns, users, and more.

Dates

You can select a date range to view only interactions that started and ended within that time frame.

You can also specify time ranges through the time selector, both start and end.

By default, interactions that started and ended today will be shown.

Channels

You can select the channels you want to filter by. By default, all are enabled, but by clicking on any of them, you can disable them so that interactions from those channels won’t be displayed.

Campaigns

You can select the campaigns you want to filter by. Interactions that passed through at least one of the selected campaigns will be shown.

Filter Interactions

You can choose whether to see interactions that involved users or not, or to display both.

• Interactions with users: when selected, interactions attended by a user or an automation will be shown.
• Interactions without users: when selected, interactions that were abandoned by customers will be shown.

Users

If you selected the Interactions with users filter, you can use the Users filter to select one or more users, displaying interactions attended by those users, including transfers.

Client

If you want to filter by a specific client, you can do so by their phone number, email, or name. Depending on the channel the interaction was managed through, you can filter accordingly.

• Phone number: for Telephony, SMS, WhatsApp, and WebChat.
• Email: for Email and WebChat.
• Client's name: for WhatsApp, Messenger, Instagram, and WebChat.

Advanced Filters

From here, you can apply advanced filters to further customize the information displayed.

Dispositions

You can filter by the disposition assigned by the user to the interaction. Interactions with at least one of the selected dispositions will be displayed.

System Dispositions

You can filter based on the automatic dispositions made by uContact, especially for Telephony interactions. Interactions with at least one of the selected dispositions will be shown.

Interaction Type

You can filter by interaction type, such as incoming, outgoing, or Outbound Hub.

IVRs and Bots

You can filter based on the automation used in the interaction. Interactions that used at least one of the selected automations will be displayed.

Subject Email Only

You can filter based on the subject of the email interaction. Interactions where the subject contains the applied filter will be displayed.

For example, if the interaction’s subject is Notice of date changes and you apply the word change in the filter, the interaction will be displayed.