What is this feature and why you should use it.
Interaction logs allow you to view all the interactions on a historical basis, and pull reports from the available data. Only accounts with Supervisor and Account Holder permissions can view Interaction Logs.

Who can use this feature?

What will you learn from this article?

• Interaction Log Key Features
  • Overview
  • Column Selector
  • Filtering 
  • Detailed View
  • Data Export

Interaction Log Key Features

Overview

You can access the interaction logs by logging into the engage platform as an admin or supervisor user, then clicking interaction logs from the left hand side.The interaction logs page will display a table of information relating to your interactions. This table will show you summaries of the interaction, when the interaction was created and completed, how long it took to handle, the queue the interaction finished on, the agent that handled the interaction and the origin of the interaction.

Column Selector

If you want to reduce the amount of visible columns on the Interaction Log table, you can use the column selector tool to hide/show certain columns. The column selector can be found at the top right of the Interaction Log table:

When you click the cog button a list will appear showing all of the columns with tick boxes next to them. Use the tick boxes to hide/show different columns.

Filtering 

To enable filters, click the show filters button from the top left side.

This will display the Filters panel on the left hand side of the screen. You are able filter the results based on the following: 

• When the interaction was created Whether feedback was left. You can also specify positive or negative feedback 
• If a comment was left by the agent
• If the chat feature was used 
• If the video calling feature was used 
• What users were involved with the interaction 
• The queue the interaction ended in 
• The quick reference ID number 
• The content of sent and received messages
• The content of any sent interaction data 
• The ID number of the interaction 
• Whether the interaction was ended by the customer, agent, system or unknown If the interaction is currently active 
• If the interaction has been fully completed 
• If the interaction is being handled 
• If the interaction has been rejected 
• If the interaction has been timed out 
• You can filter based on what tags were set against the interaction after it concluded 
• What messaging channel the interaction came through on (SMS, Facebook etc.) 
• If the cobrowse feature was used 
• If the call me feature was used 
• If the phone feature was used 
• If the interaction received any messages from the customer 
• If any files were sent too or from the customer
• If Translate was used If the meeting room feature was used
• If internal messaging was used by the agent during the interaction

Once you have selected your desired filters, click the update filters button, which will update the results on the right hand side.

Detailed View

To see more information against an interaction, click the blue ID number on the Interaction Log Table:
This will take you to a new page that shows all information against the interaction on the left hand side and the transcript of the interaction on the right:

Data Export

You can export your interaction data in two different ways, via a download or via email. To export data, click your preferred export method from the top right hand side of the page, this will create an export of the selected data in your preferred format.