CRM › Service & Engagement
Interaction Centre
Calls, chats and meetings with customers: the queues they wait in, who is available to take them, and what each one turned out to be about.
In CRM → Service & Engagement · 8 screens
| Screen | Kind | What it is | Columns | Fields | Actions |
|---|---|---|---|---|---|
| Interaction Desk | Workspace | What is waiting, who is available, and what is happening right now. Click to call, take a call, and close it with what it was about. | 0 | 0 | 0 |
| Interactions | List | Every call, chat, meeting and message with a customer. The disposition is the field that makes a desk countable and the one most often left empty. | 19 | 19 | 1 |
| Queues | List | What customers wait in. The columns are the promises a desk makes: answer within this many seconds, offer a callback rather than hold past this. | 13 | 16 | 0 |
| Queue Staffing | List | Who staffs each queue and how good they are at it. The proficiency is what makes skill-based routing worth having: everybody can take a billing call, and three people should. | 7 | 6 | 0 |
| Who Is Available | List | Where each person is right now, and whether the platform agrees. They disagree constantly — somebody on a Teams call is on a call whether or not the desk knows — and the disagreement is shown rather than reconciled away. | 10 | 2 | 0 |
| Recordings | List | What was recorded, whether the caller was told, and when it must be destroyed. Most regimes cap how long a recording may be kept, and nobody deletes what has no date on it. | 9 | 3 | 0 |
| Dispositions | List | The reasons a call can be closed with. Configuration rather than free text, because a disposition somebody types is a disposition nobody can count. | 9 | 10 | 0 |
| Connected Channels | List | Teams, Zoom, Twilio, a contact centre, an email provider — what this company can actually reach a customer through, and what each one is capable of. | 17 | 22 | 2 |