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

Report details

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: Resolved: The customer's issue or question was successfully addressed and resolved during the interaction. Not Resolved: The issue or question could not be resolved during the interaction and requires further attention or escalation. Callback Scheduled: If the issue requires additional investigation or if follow-up is necessary, a callback may be scheduled for a later time. Escalation: The customer's concern was escalated to a higher level of support or management for further assistance. Customer Satisfaction: Some contact centers may include a disposition related to customer satisfaction feedback, indicating whether the customer was satisfied or dissatisfied with the interaction. Sales Opportunity: If the interaction involves sales or upselling, a disposition may be used to track potential sales opportunities. Technical Issue: This disposition is used when the customer's inquiry is related to a technical problem that requires specialized assistance.
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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