6.1.5 Viewing Interaction Details
6.1.5.1 Default Interactions View
(Video instructions available: Viewing Interaction Details)
The Interactions view allows supervisors to display live calls and individual interactions by agents. Select the help button in the bottom left corner of the window for help text specific to this view.
6.1.5.1 Default Interactions View
The default interactions view displays call history for the selected time period and live calls. The information displayed includes call participants, call date and time, duration, call direction, queue, and wrap-up code. Select an interaction for more information. Select a live call to monitor or coach. Select a completed call to access the call recording. For information about filtering, exporting, saving views, and downloading, See Section 6.1 introduction to performance. For information about monitoring and coaching, See section 6.2.1 Coaching and Monitoring Agents.
This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025