Contents

Items Tracked

Use this page to configure the items for Interaction Tracker to track. Remember, an interaction is a communication between two or more individuals, where one of the individuals is a CIC client user.

Interaction Types Tracked

Select the types of interactions to track. The options include:

Calls
Chats
Direct Messages
Emails
Faxes
Generic Objects
SMS
Social Media

Note: As of CIC 2016 R4, inbound SMS messages are tracked separately from chats.

If the Recorder license is enabled on the system, then call, chat, email, and SMS interactions are logged in the database and tracked, regardless of the selections under Interaction Types Tracked.

Track Intercom Interactions

Select this check box for Tracker Server to track intercom interactions. An intercom interaction is a call or chat from one person to another internally or "interoffice". By default, this check box is checked.

Track Routing Exceptions

Select this check box for Tracker Server to track routing exceptions, including events like abandons, flowouts, and transferred interactions. By default, this check box is not checked.

Track Interactions Without a User Connect Event

Select this check box for the Tracker Server to continue tracking an interaction without a connect event. A user connect event is when a party connects to an interaction, e.g. the user picks up a call in the CIC client or with the headset. By default, this check box is not checked.

Track Voicemails

Select this check box for Tracker Server to track voicemail messages.

Track Additional Segments (i.e., System, Workgroup, Queue, Alert, Messaging, and Hold)

You can also track additional segments by clicking the check box for the desired option:

Workgroup queue based interactions
Non-workgroup queue based interactions
Intercom interactions
Interactions without a user connect event

System Segment Optimizations

You can configure Interaction Tracker to discard tracked segments that are less than a specific number of seconds.

Call Event Log

Specify the number of characters to display in call logs. The default value is 2000.