Interaction overviews
Analyze customer interactions and a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call.
Access the overview
Overview details
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, audio speed, and utilize the slider to move to any point in the call recording. |
Summary | Presents essential call details (based on your plan) including:
|
Details — *Requires the Advanced call reports add-on or a plan with advanced call reports included | 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:
Note: The agent name may also include the device's name next to it in parenthesis. For example, "John Doe (on device name)".
|
Notes — Available for customers with Contact Center Complete | 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 — *Requires the Advanced call reports add-on or a plan with advanced call reports included | 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. |
*The Advanced call reports add-on is available for GoTo Connect customers. Customers with Contact Center Complete, CX, or Auto CX automatically have these add-on features built into their plans.