Contents

Interaction Details dialog

Summary

The Interaction Details dialog appears when you double-click a search result in the Interaction Details view. This dialog summarizes what happened during an interaction. This dialog is sometimes called the Interaction Detail Viewer.

User Interface Elements

Header

The header at the top of the page displays general details such as direction, the date and time when the interaction occurred, and the name of the remote party. Icons in the head provide visual cues to the media type (call, e-mail, fax, and so on), whether the call was recorded or surveyed, and counts for the number of times the interaction was in IVR, in queue, held, or transferred.

In addition to the IVR count, a Secure Input icon can appear which indicates how many time the agent transferred the interaction to the IVR for secured input from the caller.

The Media Type indicator displays a graphic for each media type:

Call interaction	Email interaction	Blind Transfer
Callback interaction	Instant Question interaction	Web interaction
Chat interaction	Generic interaction, SMS interaction, or Fax interaction	Workflow interaction
Social Conversation	Social Direct Message

The Recording indicator includes a drop-down list control that enables you to playback stored recordings of this interaction in the Recorded Media Viewer. Recordings include the following media types: phone calls, e-mail messages, chats, and screen recordings. For more information about interaction recordings and playback, see the Interaction Recorder Client help in the PureConnect Documentation Library.

Tree control

The tree control makes it possible to drill-down and examine data. When you select nodes in the tree control, the dialog displays different details, ranging from details of the entire interaction, to details about specific segments or parties involved. When a node in the tree is selected, the timeline displays the duration in seconds that corresponds to the selected segment.

The top-level Interaction node summarizes the entire interaction. It has three child nodes:

- The Segments node displays each segment of the Interaction in top-down chronological order. Segments identify each processing passage of the interaction.
- The Local Parties node lists names of local parties who participated in the interaction, sorted alphabetically.
- The Workgroups node identifies each workgroup that the Interaction passed through, where applicable.

Print button

Generates a hardcopy of interaction details.

Close button

Dismisses the Interaction Details dialog.

Previous and Next buttons

Navigate to the previous and next interaction records found in the Interaction Details view search results.

Interaction node

The table below summarizes data items displayed when the Interaction node is selected.

Data Item	Description
Interaction ID	The number assigned by CIC that uniquely identifies this Interaction.
Type	The interaction type: call, callback, chat, email, fax, generic interaction, Instant Question, SMS message, web collaboration, workflow object, or unknown interaction type.
Duration	The total duration of the interaction.
Time	The date and time of the interaction.
Disposition	The general outcome of the interaction. See How interactions are dispositioned using segment detail data.
Direction	The call direction: Inbound, Outbound, Intercom, or Unknown if call direction could not be determined.
Remote Address	The address of the remote party in a phone call or chat. This is a telephone number or IP address.
DNIS	Telephone number dialed.
Recorded	Yes or No, to indicate whether this interaction was recorded.
Surveyed	Yes or No, to indicate whether an Interaction Feedback survey was conducted.
Remote Party	Name of the remote party, if it can be determined.
Local Parties	Name(s) of local participants in the interaction.
Call Log Expander	Displays entries written to the call log during the lifetime of the interaction. Note: The CallNote section is truncated at 1024 characters. This is a database character limit.
Advanced	This expander displays details from Interaction Tracker, intended for system integrators and developers who use the IceLib API. This raw data should be ignored by Supervisor users. For more information about this view of the entire Interaction Summary table, refer to Interaction Summary table in Appendix E of the CIC Data Dictionary. For your convenience, portions of this appendix were reproduced in this document. See InteractionSummary table.

Segments node

The Segments node displays each segment of the Interaction in top-down chronological order. Segments identify each processing passage of the interaction. The possible segments are:

Segment Name	Description
System	Used whenever the interaction is in system state, this segment indicates that the interaction is interacting with CIC (for example, interacting with IVR). In some cases this is a transient event of the interaction as well. This segment represents the duration of the event.
Queue	Used whenever the interaction is added to the Workgroup queue, this segment represents the duration that the interaction waited in the workgroup queue.
Alert	Used whenever the interaction is alerting a CIC user or CIC station. This represents the duration—how long the interaction is alerting the CIC user or CIC station.
Hold	Used whenever the interaction state changes to Hold. This represents the duration of the interaction in a Hold state.
Park	Used whenever the interaction state changes to Park. This represents the duration of the interaction in a Park state.
Connect	Used when there is a two connected participants in the interaction. This represents how long the interaction is in Connected state. The participants can be CIC users, CIC stations or remote persons.
ACW	Used when After Call Work (ACW) is done by the Agent who handled an ACD-routed interaction. This represents the duration—how long the agent is in follow up state after the ACD interaction. This pertains to the very first follow up work handled by the ACD Agent. If the agent follows up multiple times after the ACD interaction, the other follow up intervals are not included. Also note that this is not an interaction state. It merely ties the initial Follow Up work completed by the agent for his last ACD interaction
Messaging	Used whenever the interaction is in Messaging/Voicemail state. This represent the duration (how long the interaction is in messaging state). Messaging can happen before or after the interaction is connected the CIC user or CIC station.
IVR	This represents how long the interaction is in an IVR application. By default, this measurement is not captured. Handler customization is required to capture IVR duration. The CIC administrator or a handler developer must modify the IVR application to indicate when the interaction is entering the IVR.
Dialing	Represents how long the telephone call is in dialing/proceeding state. This segment is only applicable to external/outbound telephone calls.
External Transfer	Represents how long two remote parties communicated using CIC system. This happens when an inbound interaction is transferred to the remote person.
Conference	Represents how long a participant (CIC user or external User) participated in a conference. This is only applicable for telephone calls.
Consult	Not currently used, but may be added by a future release, to indicate a consulting telephone call between the two entities in the system. One entity will be Agent and another one is an Agent or remote person (non-CIC user).
Suspend	Not yet supported.
Unknown	Used when the system fails to group any segment of the interaction.

When the Segments node is selected, it displays the total number of segments associated with the interaction, and duration information. When an individual segment is selected, the following information is displayed:

Data Item	Description
Segment Name	Name of the segment.
Server Time	The time of the interaction in the time zone of the server you’re connected to in IC Business Manager.
Duration	Duration of the segment in HH:MM:SS format.
Local Parties	List of all local parties involved in this segment.
Workgroup	Workgroup involved in this segment.
End Code	A code that indicates how this segment ended, leading to an understanding of how it transitioned to the next segment type.
Wrap Up	Wrap Up code (if any) set by the agent, shown on Connect segments only.
Advanced	This expander displays details from Interaction Tracker, intended for system integrators and developers who use the IceLib API. This raw data should be ignored by Supervisor users. For more information refer to the CIC Data Dictionary / InteractionSummary table.

Local Parties node

The Local Parties node lists names of local parties who participated in the interaction, sorted alphabetically. When the node for a participant is selected, information about that participant is displayed:

Data Item	Description
Participant Name	Name of the local party.
Total Duration	Total amount of time this participant was involved in the interaction.
Segment Count	Number of segments this participant was involved in.
Segments	Names of segments this party participated in.

Workgroups node

The Workgroups node identifies each workgroup that the Interaction passed through, where applicable. When the Workgroups node is selected, it displays the count of workgroups associated with the interaction, and their names.

When an individual workgroup is selected, information about that workgroup is displayed:

Data Item	Description
Name	The name of the workgroup selected in the tree control.
Total Duration	Total amount of time this interaction involved this workgroup queue.
Segment Count	Number of segments associated with this workgroup.
Segments	Names of segments associated with this workgroup for the interaction.