Interaction Logs Overview

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.

Logs are accessed via https://eu.engage.app/logs

Filters

To enable filters, click the Show Filters button from the top left hand 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.

Results Panel

On the right hand side of the page you will see a table that shows a list of all interactions on the system (unless filtering has been applied). Along the top of the table, there is a list of headings, and below them is information from the interactions. 

By clicking the cog wheel on the right hand side of the table, you are able to adjust what columns are visible. Use this to clear off any fields that may be irrelevant or for when you wish to focus on a specific set of data.

To see more information against an interaction, click the blue ID number. 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.