The Interaction Log was created to be able to look up any interactions an agent has had with clients or colleagues internally. This includes inbound, outbound, and internal interactions i.e. calls, emails, sms’s, Web Chats, and Instant Messages.
The way you get there is by selecting the Interaction log option on the Agent dashboard as below:
The below is the Interaction Log View:
You can narrow the view down to the search criteria that you require by using the filter option below:
You can now define your search criteria to narrow down the interactions you require by categories ie Flow Types, Recordings, Channels, Outcomes, Surveys, and scores. You are also able to narrow down your search by Member Name, Work Type, and Disposition. There is a further Advanced Filter to select:
Here you can filter by date, source, and/or target number:
Once you have selected the criteria you require you can click confirm to see the results. Each of the interactions below will show more detailed information when you select them. Let us have a closer look at one of them.
Above we have an example of an inbound call. You can see that this call was answered and that it used the “Inbound Sales” Work Type with the date and time of the call. You can also see the number it was from and to which agent. Right at the bottom, you can see the duration of the call whether it was recorded or not, and if there was a Survey.
By clicking on the 3 dots on the top right you can see some more information regarding the interaction. Alternatively, you can just click on the tile to achieve the same result. Please see below.
Once you are in the Interaction Summary, you will also be able to see which party disconnected the call and be able to retrieve the recording of the call indicated in red below. Below that you can also see all the members that interacted with that call ie. if it was transferred to someone else.
In the below image you can see that when you have clicked on the Retrieve recording in the above image, the recording will start to play and show you the duration of the call which you can pause or play.
Inbound and outbound call information work on the same principle.
The below images are examples of the email and SMS summaries. The same information applies that was covered for the inbound calls except for the subject name and the email itself and the SMS itself respectively.
When you are done you can just click on the x on the top right of the summary window which will take you back to your filtered results below.
Finally you can either reset your filter as indicated on the image above to see all your results or click on the refresh icon in the top right of the image above to refresh your existing filter criteria in case any new interactions may have been added.