The interaction overview shows details about the external and internal interaction participants and provides an overview of the events that occurred throughout the interaction. The interaction overview also includes a variety of playback controls. Information in the interaction overview enhances your understanding about the customer, the quality of service provided and the business issues in question. 

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      Learn about interaction overview.  

      Work with interaction overview

      Call center supervisors and agents can play back interactions to collect information and to detect and understand customer sentiment. Working with the interaction overview is also a useful way to monitor customer service levels and see where improvements can be initiated