Note: this is the second part in a series on your agent dashboard. If you haven't done so yet, please read parts one before you continue.
What is an interaction?
The tiles on the agent dashboard are called interactions. Each tile contains the following information:
- Name of contact
- Date and time
- Number of contact
- Telephone number of the contact center
An interaction is the visible interaction that has been documented after the customer and agent engaged with each other. It's important to note that an interaction can never stand on its own and will always be found within a conversation. Multiple interactions will be grouped together to form a conversation or conversation card.
What are conversations?
When you click on the Recent Conversations button, you will see an overview of all the recent conversations and their outcome. Each tile represents the conversation and will contain the following information:
- Name of the contact card
- Date and time
- Conversation outcome: Pending, successful and unsuccessful
- Reason codes (customized)
You can filter a recent conversation based on the conversation outcome.
It should be noted that it is possible to have more than one conversation per customer visible on the agent dashboard. When you click on a customer's conversation card, it will display all the individual interactions that have taken place across multiple channels including email, text message and phone.
When you click on a conversation, it will display all the interactions that are linked to that conversation.
A conversation card can also be used to initiate an interaction.
What is the difference between a conversation and an interaction?
An interaction is a single communication between an agent and customer. A conversation is a grouping of interactions and a summary of all the individual interactions that took place between the agent and customer.