Understand the interaction overview

The interaction overview is a visual representation of the interaction that includes key pieces of information. A Genesys Cloud user reviewing an interaction can perform the following tasks.

  • Review customer sentiment and gauge the customer experience throughout the interaction, and the impact agent performance has on customer satisfaction.
  • View information about external (customer) and internal (IVR, ACD, agent, conference or voicemail) participants as well as information about the type of interaction.
  • View information about the start time, end time and duration of the interaction.
  • Control playback, the volume of the interaction (by channel) and playback speed to review the interaction, conduct evaluations, and initiate coaching.
  • Recognize interaction dynamics (for example, silence times, long hold periods, and so on) on the waveform.
  • Determine customer sentiment and the customer sentiment over the course of the interaction to identify customer satisfaction and agent quality assurance issues.
  • Automatically identify topics associated with a specific business issue to provide analytics about the customers motivation and goal.  
  • Perform live monitoring of an agent’s audio to simplify real-time assistance, and improve coaching and efficiency.

Key features

  • General information – Refer to the top of the interaction overview for general information such as start time, duration, and end time.
  • Waveform – The waveform includes a recording timeline, a graphic representation of the audio in the recording, speaker identification (Customer, IVR, ACD, agent, conference or voicemail), and displays various markers such as, annotations, secure pause and customer sentiment markers. 
  • Player controls – Use the play controls to
    • Play, pause, and stop the interaction
    • Adjust the overall or individual channel volume
    • Play the previous or next recording associated with the existing interaction
    • Control the playback speed
  • Participant information – From the interaction overview you can easily see details about the external (the customer) participant and the internal (IVR, ACD, Agent, Conference, or Voicemail) participant, including name and contact details if available.
  • Copy link Enables you to copy the interaction URL.
  • Copy contact – Enables you to copy the external participant’s phone number.
  • Annotate – Use the Annotate option to mark a point (with comments) in the recording for future reference. 
  • Live monitor – Use the live monitor option to listen to an interaction that is in progress (real-time) to coach the agent without disturbing the agent and customer conversation.
  • Sentiment analysis – View the sentiment markers on the waveform to identify where the customer expressed a positive or negative sentiment. For more information, see Work with sentiment analysis.
  • Topics – View the topic markers on the waveform to identify where specific phrases were found during the interaction. For more information, see Work with a topic.
  • Sentiment trend – Located on the left side of the interaction overview at the bottom of the External participant section the sentiment trend is a percentage with a green arrow pointing up when the trend represents an improvement in the sentiment, or a red arrow pointing down when the trend represents a decline in the sentiment. This value represents the magnitude of the increase or decrease in the customers sentiment from the start to the end of the interaction.
  • Overall customer sentimentLocated on the left side of the interaction overview at the bottom of the External participant section, the overall sentiment represents the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center. This can indicate if the customer was left satisfied or dissatisfied at the end of their interaction.

The image below shows the sentiment trend and the overall sentiment. This information is located on the left side of the interaction overview. In this example the sentiment trend has decreased by 41% but the overall sentiment is negative with a score of -59.

The image below represents a typical view of an audio interaction being played in the interaction overview.

Click the image to enlarge.

A typical view of an audio interaction being played in the interaction overview.