Access the interaction flow

As a supervisor, you can access a visual representation diagram that shows the end-to-end journey of an interaction. The interaction flow displays detailed information that you can use to improve customer experience and drive professional growth for your agents.

To view the interaction flow:

  1. From the menu, go to Detailed Reports.
  2. Select Interactions from the list.
  3. Select a date range from the drop-down list.
  4. Click Search to generate the report. The Interactions Detailed report is displayed.
  5. Click to display the end-to-end journey of an interaction. The interaction time breakdown is also shown in a color-coded diagram.

Note: An interaction that is transferred or forwarded is represented as a single end-to-end journey.

  1. Select an event in the interaction flow to display additional details.

  2. After reviewing the event details, click X to close the window.

The following details are displayed at the top of the interaction flow:

Details Description
Interaction ID Displays the Contact Center’s unique internal interaction ID.
Start Displays the time and date when the interaction started.
End Displays the time and date when the interaction ended.
Customer Displays the customer’s information (name, email phone number) if it already exists in the Contact Center database. If the interaction is with a new customer for which there is no information in the Contact Center CRM, no data is listed.
Queue Displays the queue to which the interaction was assigned when it entered the Contact Center.
Tenant Displays the name of the Contact Center tenant.