Interactions view


Prerequisites

  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View 
  • 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. 

Note:
  • The custom date range option in this view has a maximum length of 31 days. 
  • The date range filter applies to when interactions start. Current interactions that started before the date range do not appear in the interactions list. 

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 view updates automatically and 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 manually, then click Refresh. 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 seven 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 do not include the current date and time. Queues Performance view current day or interval


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 information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

DNIS

Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

  • Enter only the DNIS number. 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.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. 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.
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. To see and select deleted users in the User filter search, select Include deleted 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. If you do not have any message types selected, the view displays information for all of message types.
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.

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

Evaluator

Displays interactions evaluated by the selected evaluators.

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

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

  1. Click Filter 
  2. Click Surveys.
Filter Description
Has Survey Data Displays interactions that have survey data associated with them.
Survey Score Displays interactions with the selected range of survey 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.
Promoter Score Displays interactions with the selected range of promoter survey scores. PureCloud uses the promotor score to calculate the survey’s overall NPS. For more information about NPS, see Net Promotor Score web survey question overview
  • 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.
Survey Status

Displays interactions with the selected survey statuses. 

  • Pending: PureCloud has collected all of the data it needs to send the survey invitation and intends to send it.
  • Sent: PureCloud successfully sent the survey invitation and link to the contact.
  • In Progress: The contact opened the survey link to start the survey.
  • Finished: The contact completed the survey.
  • Error: An error occurred when PureCloud tried to deliver the survey, such as an invalid email address.
  • Opt Out: The contact chose not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
  • Expired: The survey expired. Survey links expire 90 days after PureCloud sends them out.
  • Deleted: The survey form was deleted.
Survey Form Displays interactions associated with the selected survey forms.

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. 
Campaign Displays interactions that are associated with campaigns.

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

Column Description
Column Description
Media Type The type of media used.
MOS The estimated average Mean Opinion Score (MOS) for a voice interaction. MOS is a measure of audio quality at specific measurement points of a voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. PureCloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Users The internal users alerted or involved. 
Remote Information about the external participants.
Date The date the interaction started. 
Duration The length of the interaction.
Direction Whether the interaction was inbound, outbound, or inbound/outbound. 
Initial Direction Whether the interaction started as inbound or outbound. 
ANI The number of the person who dialed.
DNIS The original number dialed for the interaction.
Queue The associated queues.
Wrap-up The wrap-up code selected by the agent.
Transferred Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
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
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. 

Blind Transferred Whether the interaction had a blind transfer.
Co-browse Whether the interaction had a co-browse session.
Consulted Whether the interaction had a consult.
Consult Transferred Whether the interaction had a consult transfer.
Conversation ID The specific conversation ID for the interaction.
Division Displays the divisions associated with the interaction. See About access control.
End Date The time and date the interaction ended. This column is blank if the interaction is still in progress.
Languages Displays the languages set by the routing service for the interaction.
Message Type The ACD message type used.
Non-ACD Whether the interaction involved ACD.
Recording Whether the interaction has a recording.
Screen Share Whether the interaction contains a screen share session.
Skills Displays the skills set by the routing services for the interaction.
Users - Alerted The agents PureCloud alerted for the interaction.
Users - Interacted The users who actually interacted during the interaction.
Voicemail Whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS Any DNIS number dialed during the interaction, including the original DNIS number.

Metrics

Column Description
Column Description
Alert Segments The number of alerts.
Blind Transfers

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

Consults

The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

Consult Transfers

The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction. 

Contacting Segments The number of times during an interaction where the system was connecting to the agent's phone before dialing out. 
Dialing Segments The number of times during an interaction that the system dials out. 
Hold Segments The number of times the agent places the customer on hold.
IVR Segments The number of times the interaction enters an 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.
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 ACW The total time spent in after call work.
Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction. 

Total Contacting The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing The total time spent dialing out.
Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total Hold The total amount of time the customer was on hold.
Total IVR The total amount of time spent in IVR.
Total Queue

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

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. 
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. 

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.
Wrap-up Segments The number of times an interaction was in wrap-up.

Surveys

Column Column Description
Has Survey Data Whether an interaction is associated with survey data. 
Promotor Score The promotor score given by a survey respondent in a survey. PureCloud uses the promotor score to calculate the survey's overall NPS. For more information about NPS, see Net Promotor Score web survey question overview
Survey Form The name of the survey form sent.
Survey Score The completed surveys' percentage score. The score does not include NPS.
Survey Status

Displays the status of the survey:

  • Pending: PureCloud has collected all of the data it needs to send the survey invitation and intends to send it.
  • Sent: PureCloud successfully sent the survey invitation and link to the contact.
  • In Progress: The contact opened the survey link to start the survey.
  • Finished: The contact completed the survey.
  • Error: An error occurred when PureCloud tried to deliver the survey, such as an invalid email address.
  • Opt Out: The contact chose not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
  • Expired: The survey expired. Survey links expire 90 days after PureCloud sends them out.
  • Deleted: The survey form was deleted.
Surveys They number of surveys sent related to the interaction.

Outbound

Column Description
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.
Campaign Whether an interaction has a campaign associated with it.