CRM › Interaction Centre
Interactions
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.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Interactions
Address in the console: /crm/calls
List · 19 columns · 19 fields on its form · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Interaction | Code | call_no |
| Started | Date and time | started_at |
| Channel | Status | channel |
| Direction | Status | direction |
| Status | Status | status |
| Queue | Text | queue_name |
| Taken by | Text | agent_name |
| Customer | Text | account_name |
| Contact | Text | contact_name |
| Caller | Text | caller_name |
| From | Code | from_address |
| To | Code | to_address |
| Waited | Number | wait_seconds |
| Talked | Number | talk_seconds |
| In time | Yes or no | within_target |
| About | Status | disposition |
| Sentiment | Status | sentiment |
| Produced | Yes or no | produced_something |
| Recorded | Yes or no | recorded |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Channel | Choice | Configuration list | |
| Direction | Choice | inbound, outbound, internal | |
| Through | Choice | Looked up from existing records | |
| Queue | Choice | Looked up from existing records | |
| Customer | Choice | Looked up from existing records | |
| Contact | Choice | Looked up from existing records | |
| Case | Choice | Looked up from existing records | |
| From | Text | ||
| To | Text | ||
| Caller | Text | ||
| Taken by | Choice | Looked up from existing records | |
| Subject | Text | ||
| Local subject | Text | ||
| Notes | Long text | ||
| Local notes | Long text | ||
| What it was about | Choice | Looked up from existing records | |
| Outcome | Text | ||
| Sentiment | Choice | Configuration list | |
| Status | Choice | Configuration list |
What you can do here
Close it primary
Record what it was about
Asks for: What it was about* Outcome Notes Sentiment
* required
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.