CX Interaction Log
All Customers Interactions from all channels between Agent & Customers will logged as Case. All these Case will be showing in CX Interaction Log Table
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Parameter | Description |
---|---|
Case ID | All converations between agents & customers will record as Case ID |
Contact | Customer Profile associated to that Case |
Contact Label | If contact label is associated, it will show here. "For Example, VIP Customer" |
Channel | Channel Name will show here (Voice or Non-Voice) |
Queue | For Voice Channel, Queue Name will show |
Agent | Assigned agent associated to this Case ID |
Direction | Inbound or Outbound |
Start Date / Time | Exact Date / Time of when customer or agent initiate the call or chat |
Handled Time | Total Duration of the case |
First Response Time | Total duration that customers waited before agent reponse. It can assume as Customer Waiting Time alternatively |
Recording | Call Recording Audio File (Only show in Voice Channel) |
Disposition | classification of the outcome of a customer interaction or contact. When an agent completes a conversation with a customer, they typically log the result or disposition of that interaction for tracking and analysis purposes. This information helps the contact center and its management to understand the nature of customer inquiries, measure the effectiveness of support, and identify areas for improvement. Dispositions can vary based on the goals and requirements of the contact center, but they often include categories such as:
|
Tags | Associated Tags Information |
Note | Notes recorded by Agent |
Sentiment Score | Positive, Negative , Netural (Supervisor can choose 1 option) |
CSAT Score | Supervisor can choose Satisfaction Score |
SLA | SLA Conditions Meet - If agent's first response time is within 10 minute, SLA will meet Unmeet - If agent unable to handle case within 10 minutes, SLA will breach. |
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