Interaction Type

Description

The interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. type can be one of the following:

• Desktop: Events triggered from the employee Desktops (triggered by Desktop and Process Analytics (DPA) Product in the system that captures events and data from employee desktops and makes them actionable. or a third-party application).

• Phone: Phone calls that took place between the customer and the employee, or between two different employees.

• Web Chat: Web chats that took place between the customer and the employee, or between two different employees.

• Email: Email interactions that were sent between the customer and the employee, or between two different employees.

• Virtual Interaction: Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. not recorded by the system, for example, fax correspondences or calls recorded by another system.

• Feedback: Audio recordings from customer feedback surveys.

• Instant Messaging: Interactions captured from private conversations between participants that used instant messaging, such as Facebook Messenger, Instagram Direct Messaging, WhatsApp, and similar messaging applications.

• Real Time Monitoring: Interactions resulting from a live monitoring session, where a supervisor listened to and viewed agent activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. as it took place for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer., coaching and compliance purposes.

• Social Media: Interactions captured from public messages on a social media platform Predefined logical group of server roles installed together on a physical server., such as Facebook, Instagram, Twitter and similar platforms.

In searches, this field is used to search for interactions, evaluations, and assessments. If no value is selected:

• Searching for interactions: The search results include Desktop, Phone, Email, Web Chat, Virtual interaction, and Feedback interaction types.

• Searching for evaluations/assessments: The search results include all interaction types.

Field information

Select one or more values from the list according to which you want to search. Select Select All to search according to all the values that appear in the list (all the check boxes in the list are selected).

Use the Interaction type Search field to locate the relevant interaction types by typing all or part of the type name.

Valid characters

N/A

Wildcard usage

N/A

Indexed

No

Related topics

Additional criteria to narrow your search