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How do I access Interaction overview?

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 Interaction overview
  1. Sign in to our GoTo desktop/ web app.
  2. Select Analytics from the left nagivation.
  3. Interaction overview can be accessed through the Queue caller board or Call reports board depending on your plan:
    Option Description
    Contact Center Complete
    1. Select the Queue caller board from the left navigation.
    2. Navigate to the Queue caller — summary table within the Queue caller board.
    3. Select a specific day in the Date column.
    4. Select the desired call to access Interaction overview and drill into the individual call details.
    Call reports
    1. Select the Call reports board from the left navigation.
    2. Navigate to the Call reports — summary table within the Call reports board.
    3. Select a specific day, user, or phone number within the table.
    4. Select the desired call to access Interaction overview and drill into the individual call details.

Results: A new window will appear. Please see the section below for more information on what Interaction overview provides.

What details does the Interaction overview provide?
Interaction review 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
The Overview tab presents essential call details, including
  • AI-generated call summary. Powered by AI Optimization — Complete plan + AI Optimizationplan 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 quick snapshot of each call, helping you identify key metrics and patterns.
Details
Note: Available for Contact Center and Advanced call reports customers only.
The Details tab 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

The Notes tab 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.
Note: The print file functions best when printing to PDF in Google Chrome and Microsoft Edge browsers. Visual elements may be clipped for Firefox users
Article last updated: 18 April, 2024
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