Interactions view


Prerequisites

  • Analytics > Conversation Detail > View (included in the PureCloud Supervisor and PureCloud User roles) 
  • Directory > User > View
  • Conversation > Communication > View 
  • One or more of the following permissions:
    • Quality > Calibration > View 
    • Quality > Evaluation > Add 
    • Quality > Evaluation > Edit Score 
  • To view Outbound columns: Outbound > Campaign > View
  • To view Queue and Wrap-up columns: Routing > Queue > View and Routing > Wrap-up Code > View

To view in-progress and complete interactions, click Performance > Interactions

To view more information about an interaction in its interaction detail page, click its row.

To save the view with your filter and column settings, click Save .

This view does not update as new interactions occur. To see new interactions, click Refresh .

Customize the view

Customize the Interactions view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the selected date filter includes the current interval, then PureCloud refreshes the view every 30 minutes to get the most up-to-date information. If you would like to update the current interval statistics, then refresh the page. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

Icon Time Period Options
Queues performance day icon Day

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon Week

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous 7 days, with today being the seventh day.

Queues performance month icon Month

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that doe not include the current date and time. Queues Performance view current day or interval

When each row shows a day, click a row to view that day’s 30-minute intervals.


To filter by media type, click a media type.Media type filter


To show or hide columns, click and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.

For more information about the metrics shown in the columns, see Metric definitions below.


To filter by information about the interaction, click Filter 

Filter Description
ANI

Displays interactions with the selected ANIs.

  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • You can search for multiple numbers by searching again.
Direction Displays interactions of the selected directions.
DNIS

Displays information for interactions with the selected DNIS numbers.

  • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Duration

Displays interactions of the selected durations. 

To search for interactions of a custom duration, select Custom duration and use the controls to set a custom duration:

  • Range: Displays interactions with durations within the selected range.
  • Above: Displays interactions with durations above the selected duration.
  • Below: Displays interactions with durations below the selected duration.
To

Displays information for interactions sent to the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
From

Displays information for interactions sent from the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
Abandoned Displays abandoned or not abandoned interactions.
Transferred Displays interactions that an agent has blind transferred or consult transferred or not.
Queue Displays interactions associated with the selected queues. 
User 

Displays interactions associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users.

Wrap-up Displays interactions that have the selected wrap-up codes.
Message Type Displays interactions of the selected ACD message type. This filter only appears if you set the media type filter to All or Message
Division Filters interactions for a specific Division. See About access control
MOS

Displays interactions with the selected range of MOS scores. MOS scores range from 1 to 5.

  • Range: Displays interactions with MOS scores within the selected range.

  • Above: Displays interactions with MOS scores above the selected score.

  • Below: Displays interactions with MOS scores below the selected score.


To filter by information about the evaluations of the interaction:

  1. Click Filter 
  2. Click Evaluations.
Filter Description
Evaluation Score

Displays interactions with the selected range of scores:

  • Range: Displays interactions with scores within the selected range.
  • Above: Displays interactions with scores above the selected score.
  • Below: Displays interactions with scores below the selected score.
Evaluation Critical Score

Displays interactions with the selected range of critical scores:

  • Range: Displays interactions with critical scores within the selected range.
  • Above: Displays interactions with critical scores above the selected score.
  • Below: Displays interactions with critical scores below the selected score.
Form Displays interactions with evaluations that used the selected forms.
Agent Displays interactions with evaluations of the selected agents.
Evaluator Displays interactions evaluated by the selected evaluators.


To filter by information about the outbound details of the interaction:

  1. Click Filter 
  2. Click Outbound.
Filter Description
Campaign Name Displays interactions associated with the selected campaigns.
Contact List Displays interactions associated with the selected contact lists.
Contact ID Displays interactions associated with the selected contact IDs. 
Outbound Attempted Displays the number of attempts made to call the customer.

Available metrics and information

Your customizations determine which columns the view shows.

Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Duration. 


Interactions

Metric Definition
Metric Definition
Media Type The type of media used.
Users The internal users alerted or involved. 
Remote Information about the external participants.
Date The date the interaction occurred.
Duration The length of the interaction.
Direction Whether the interaction was inbound or outbound.
ANI The number of the person who dialed.
DNIS The number dialed.
Queue The associated queues.
Wrap-up The wrap-up code selected by the agent.
IVR Segments The number of times the interaction enters an IVR.
Total IVR The total amount of time spent in IVR.
Queue Segments The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Total Queue

The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.

Alert Segments The number of alerts.
Total Alert

The total time agents spent alerting the agent before accepting or declining an interaction. 

User Segments The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Talk Segments The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2. 
Total Talk The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks the customer again for two minutes, the Total Talk equals 4 minutes. 
Hold Segments The number of times the agent places the customer on hold.
Total Hold The total amount of time the customer was on hold.
Wrap-up Segments The number of times an interaction was in wrap-up.
Total ACW The total time spent in after call work.
Transferred Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Transfers

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Abandoned Whether a customer abandoned the interaction or not.
To The email address or SMS number the interaction is sent to.
From The email address or SMS number from which the interaction is sent.
Flagged  Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call
Dialing Segments The number of times during an interaction that the system dials out. 
Total Dialing The total time spent dialing out.
Contacting Segments The number of times during an interaction where the system was connecting to the agent's phone before dialing out. 
Total Contacting The total time an interaction spent connecting to the agent's phone before dialing out.
Wrap-up Notes

Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column. 

Outbound

Metric Definition
Campaign Name The name of the campaign associated with the interaction.
Contact List The name of the contact list associated with the interaction.
Contact ID The contact ID associated with the interaction. 
Call Analysis Result

The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found. 

Outbound Attempted The number of attempts made to call the customer.