CX Log

All Customers Interactions from all channels between Agent & Customers will logged as Case. All these Cases will be showing in CX Interaction Log Table

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Quick Video Example of CX Log Table

Explanation of CX Log Table Data

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Parameter	Description
Case ID	This is a unique identifier assigned to each customer interaction or case logged within the system, helping track and reference specific issues or requests.
Contact	The name or ID of the customer or contact person involved in the interaction. This can help agents quickly identify the individual or organization for reference.
Contact Label	A tag or label that categorizes the type of contact, such as support tier (e.g., “Tier 2: Support”) or VIP status. This assists in prioritizing interactions based on customer importance or service level.
Channel	Indicates the communication channel used for the interaction, such as phone or chat. Understanding the channel helps CX teams tailor responses and track engagement per channel.
Queue	Shows the specific queue the case is assigned to within the support system, which can be based on issue type, priority level, or agent specialization.
First Assignee	The first agent assigned to handle the case. This is useful for tracking the case’s initial handling and for performance metrics.
Current Assignee	The agent currently assigned to the case if it has been transferred or escalated. This shows who is currently responsible for the case.
Closed By	Indicates the agent who closed the case, marking it as resolved or completed. This helps in accountability and tracking case resolution.
Direction	Specifies whether the interaction was an Inbound (initiated by the customer) or Outbound (initiated by the agent) interaction. This helps differentiate between customer-initiated requests and proactive outreach.
Start Date / Time	The date and time when the interaction began. This timestamp is crucial for calculating response and resolution times.
Total Hold Duration	The total time the case was put on hold while waiting for additional information, approvals, or follow-ups. Why it matters: This helps track how much time was spent in “pause mode” rather than actively solving the issue.
Handled Time	The time your team actually worked on the case, excluding the time it was on hold. Why it matters: This gives a clear picture of how much time was spent actively addressing the issue.
Full Handled Time	The total time from when the case was created until it was closed, including time spent working on the case and time it was on hold. Why it matters: It reflects the overall time the case was open before being fully resolved.
First Response Time	The time it took for your team to send the first reply to the customer after the case was created. Why it matters: This shows how quickly your team acknowledges customer issues, which is crucial for great customer service.
Resolution Time	The actual working time spent resolving the case, not counting the time it was on hold. Why it matters: This tells you how efficiently your team worked to solve the customer’s issue.
Full Resolution Time	The total time from when the case was created to when it was closed, including all hold periods and active work time. Why it matters: This helps you understand the overall time it took to fully resolve a customer’s issue, from start to finish.
Wrap-up Duration	The time spent by the agent finalizing and completing tasks related to a case after the interaction with the customer has ended. • Examples of activities: • Writing case notes or summaries. • Updating customer information. • Logging the resolution details. • Categorizing or tagging the case for future reference. • Why it matters: Wrap-Up Duration reflects the efficiency of post-call/chat or post-interaction processes. Reducing this time without compromising accuracy can improve agent productivity and overall workflow.
Recording	A link to an audio recording of the interaction, if available. Recordings can be reviewed for quality assurance, training, and compliance.
Disposition	Disposition refers to the final outcome or classification of an interaction once it has been resolved or closed. It provides a summary of how the interaction was handled or the result achieved, such as “Resolved,” “Escalated,” “Pending Follow-up,” “No Solution,” or “Customer Callback Scheduled.”
Tags	Tags are custom labels added to interactions or cases to categorize them based on common themes, issues, or characteristics. They help in organizing, filtering, and analyzing interactions more effectively. Tags can represent specific topics (e.g., “Billing Issue,” “Technical Support”), customer segments (e.g., “VIP Client,” “New Customer”), or even actions needed (e.g., “Follow-up Required,” “Escalation”).
Note	Any additional comments or notes added by the agent regarding the interaction. Notes can provide context for future reference or escalations.
Sentiment Score	A metric indicating the customer’s emotional tone during the interaction, based on sentiment analysis. This helps gauge customer satisfaction and emotional state.
CSAT Score	The Customer Satisfaction (CSAT) score, which quantifies the customer’s satisfaction with the interaction. This is a direct indicator of service quality.
SLA	Service Level Agreement status, which shows if the interaction met the required response or resolution times. “Meet” indicates compliance with SLA standards, while “Unmeet” shows that the interaction did not meet the expected performance metrics.