Interaction logs


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Salesforce, and PureCloud for Zendesk.

Interaction logging, also known as activity logging or task logging, provides a history of interactions. You can use interaction logs to run reports, track first interaction resolution, monitor employee performance, or help troubleshoot issues.

If your administrator configured the integration to handle interaction logs, then every interaction creates an interaction log and saves the interaction log to your system. (Queue interactions also save the interaction log note as the wrap-up work note.) You can continue to update interaction log information up to two minutes after an interaction disconnects. 

You can select a different item from the Name or Related To menus. To view the item associated with the interaction log in your system, click Arrow under Interaction Log Notes. 

Interaction Log window

For more information, see View and edit interaction logs.

Every interaction creates an interaction log and saves the interaction log to the activity history in Salesforce when the interaction connects. (Queue interactions also save the interaction log note as the wrap-up work note.) The Salesforce activity record automatically updates with updated interaction log information when one of these situations occurs:

  • The interaction status (connect, hold, or disconnect) changes.
  • You click the arrow to go to the Salesforce activity record.
  • The page refreshes.
Note: Salesforce activity records include Events and Tasks. Interaction logs are included on Tasks. The integration does not use Events.

You can continue to update interaction logs for two minutes after the interaction disconnects. 

When you navigate to a different Salesforce record while the interaction is live, the integration dynamically adds that record to the Name box or the Related To box. To view the activity record in Salesforce, click Arrow under Interaction Log Notes. For more information, see When we click View in Salesforce on the Interaction Log window, why does the page sometimes refresh and sometimes not refresh?. Interaction Log window

The example shows interaction details and agent comments in a Salesforce activity record for a voice interaction. Other interaction types, such as chats or emails, also show interaction details and agent comments.

Interaction log information synced to Salesforce activity

For more information, see View and edit interaction logs.

By default, every interaction creates an interaction log and saves the interaction log to a Zendesk ticket associated with the interaction. (Queue interactions also save the interaction log note as the wrap-up work note.) You can continue to update interaction log information up to two minutes after an interaction disconnects. 

Note: Depending on how your administrator configured the integration, the interaction log could appear as a searchable ticket field in the left navigation pane in Zendesk rather than as a comment on a ticket.

When you navigate to a different Zendesk ticket while the interaction is live, the integration dynamically adds that record to the Related To box. You can select a different ticket from the Related To menu. To view the ticket associated with the interaction log in Zendesk, click Arrow under Interaction Log Notes. 

Interaction Log windowTwo minutes after the interaction disconnects, PureCloud saves the interaction log information to the associated ticket in Zendesk.Interaction attributes on Zendesk ticket

For more information, see View and edit interaction logs and Interaction attributes.

For more information about the integrations, see About PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.