Interaction overviews

Analyze customer interactions and a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call.

Within the Queue caller summary table and the Call report summary, you are able to access a full conversation review and interaction details of a specific call, which is designed to enhance the ability to analyze customer interactions and improve overall service quality.

Access the overview

Depending on your plan, select Queue caller or Call reports:

Option	Description
Contact Center Complete	Select the Queue caller board. Navigate to the Queue caller — summary table. Select a specific day in the Date column. Select the desired call to open the interaction overview and drill into the individual call details.
Call reports	Select the Call reports board. Navigate to the Call reports — summary table. Select a specific day, user, or phone number within the table. Select the desired call to open the interaction overview and drill into the individual call details.

Result: A new window will appear with the interaction overview details for the selected call. See Interaction overview details for more information on what information is provided.

To share a data segment, copy the URL and paste through your desired medium.

Note: Each page, including a specific call's interaction overview, generates a unique link that will route the recipient of the link directly to the page you are on without having to re-apply all of the same filters.

Overview details

The interaction overview provides call details such as:

Choices	Description
Call recording playback	Access call recordings directly from the Interaction overview. This new functionality eliminates the need to navigate to the old Call Reports portal, making it quicker and more convenient for you. You can control playback with options such as play, pause, rewind 10 seconds, forward 10 seconds, and utilize the slider to move to any point in the call recording.
Summary	Presents essential call details including: AI-generated call summary Complete plan + AI Optimization only Note: The AI call summary supports English, Spanish, French, and Portuguese. For these languages, the system will provide summaries and topics in the language detected during the call. Calls in other languages will default to English. Start time End time Call duration Outcome Agent involvement Last agent engaged Disposition Associated tags This consolidated information provides a condensed overview of each call, helping you identify key metrics and patterns.
Details — Available for Contact Center and Advanced call reports customers only.	Showcases the complete call journey from start to finish. This comprehensive view allows for troubleshooting, valuable insights into the customer journey, and a better understanding of the overall experience. The supported events include Call started Ringing/connecting to an agent Agent connection Warm transfer Dial plan nodes Queue details Hold placement Call resumption after hold Blind transfer Callback Leave reason Voicemail reached Hang up Who hung up Actual wrap Each event is accompanied by relevant supporting data such as timestamp, duration, agent name, and extension. Note: The agent name may also include the device's name next to it in parenthesis. For example, "John Doe (on device name)".
Notes	Captures any relevant annotations made during and/or after the call by the agent and/or by AI optimization, ensuring important details and observations are easily accessible and documented for future reference.
Transcript	Experience the convenience of reviewing the call transcript between the caller and business. We have implemented a distinct "caller" versus "other participants" UI, allowing you to quickly analyze the conversation and gain insights efficiently. Note: You must enable record incoming calls, dual-channel recording, and recording transcription in your call recording settings to get the transcript.
Export	Directly export the Details view as a .csv or print file (.pdf) file. The exported file contains the ConversationSpaceID, enabling you to identify specific calls and integrate data with other tools or reports.

Article last updated: 4 April, 2025

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