FAQ: What scenarios cause an interaction to have an inbound/outbound direction in reports and views?


The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

  • A call into a queue (inbound) with a completed callback (outbound)
  • An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
  • An outbound message sent (outbound) that the customer responds to (inbound)