Overview

Before CIC 4.0, Interaction Tracker did not capture Interaction Segment Detail. It captured basic interaction information in the Call Log. The Call Log contained only a basic interaction history, due to the nature of the data collected and Call Log size limitations. getting a full interaction history was challenging.

In CIC 4.0, we added a new feature called Interaction Segment Detail data logging. This new feature captures a high-level interaction summary and details about interaction events in the new Interaction Segment Detail log. CIC captures the data in an encoded form and provides a decoding interface, the Interaction Detail View, for the customer. Using this data, Call Center managers and supervisors can view a full interaction history or create custom reports. Each segment detail entry includes StartDateTimeUTC with millisecond granularity.