Overview: Completed interactions
This article provides an overview of the features available on completed interactions in Edify App.
In this article
In the Edify App, the interaction workspace is one of the main workspaces within the queue. When it comes to interactions, there are active interactions and there are completed interactions. Whether you’re working an active interaction or reviewing a completed one, the layout of the interaction has a common look and feel.
First, let’s start with active interactions. When you’re engaging directly with a customer or working on a specific task, these interactions are active interactions.
There are several different types of active interactions, like active web chat interactions, active email interactions, and more. An active interaction can start as one type of interaction and then change to another interaction type while a queue user is managing it. For example, an active interaction can start as an active web chat interaction and then change to an active voice interaction by initiating a phone call during the chat conversation for obtaining an approval, verification, or other reason. This is common when working an omnichannel queue.
Active interactions are still being worked, so they’re gaining age, a part of the queue’s SLA metrics, and they’re still available for someone to “pick up” and continue managing. The interaction remains active until it’s officially closed. So, interactions are active from the moment they’re created in the queue until the time they’re officially ended and saved.
Next, let’s review completed interactions. After you close an active interaction, it becomes a completed interaction. This means that once it’s ended, the interaction’s no longer aging, it’s no longer a part of the metric’s live SLAs, and the interaction isn’t available for someone to manage it. Instead, the interaction is closed, and its data is stored for someone to review for quality, training, coaching, and other monitoring reasons.
When viewing a completed interaction, there are several important areas of it that are available to you to help you understand how the interaction was managed when it was active. These areas give you access to the call recording (if applicable), audio transcription (if applicable), chat transcription (if available), coaching tools for evaluating it, and more.
The features of completed interactions differ from active interactions in two key ways:
The customer details tab, on the left of the interaction, displays who completed the interaction and contains tools for editing and/or creating a new interaction for reaching back out to the customer if needed.
The coaching tab, on the right side of the interaction, displays metrics and other tools for reviewing and/or coaching the interaction.
In short, active interactions are interactions in the queue that were created and haven’t been closed yet. Completed interactions are interactions that were previously active but then ended and saved, and they’re ready for review.
Modifying completed interactions
Once an interaction is completed, you can make modifications to some of the interaction details by clicking the edit button. The edit button is useful if you weren’t able to finish your notes before the interaction closed, the interaction details aren’t accurate or clear (i.e. include typos, incomplete information, outdated information, etc.), or if you need to update customer contact information.
The interaction details that you can edit include: subject, type, result, notes, customer contact information, and any available custom fields configured to the queue.
There are interaction details that you can’t modify. For example, you can’t modify who completed the interaction or any of the activity associated with the interaction.
You can clone completed interactions. Use the clone interaction button when you want to duplicate a completed interaction to create a new interaction for quickly reaching back out to the customer. This is useful when you’re reviewing a completed interaction and notice that the customer had a poor experience or the issue wasn’t fully resolved. You can clone that completed interaction to reach back out to the customer to better resolve the issue.
When you clone the interaction, the system automatically assigns it to you. The cloned interaction becomes a new active interaction with its own interaction ID.
To complete the cloning process, you must complete the Clone Interaction form to define the interaction’s settings like defining its communication type, the customer info, and which queue will host it. For the customer detail settings, the system automatically populates the customer details based on what was available from the original interaction. For example, if the original interaction had the customer’s name and phone number saved - but it didn’t have an email address, then the Clone Interaction form populates just the customer’s name and phone number. However, you can update this information if needed, like add an email address and remove the phone number, if you plan to email the customer this time.
In a completed interaction, the customer details tab workspace allows you to edit interaction details and/or clone the interaction. The completed interaction also includes access to the coaching tab, which is where you see data about the interaction and the coaching tools for evaluating it.
Refer to the labeled image below to learn more about the important features of a completed interaction.
A. Completed By: The Completed By area is where you see which queue user completed the interaction. This is also where you can see that user’s current availability (ie. CX Status and user status) and where you can quickly contact the user by either chat or phone, if needed.
a. Chat button: The chat button is located below the user’s name and availability. This button is displayed as a message bubbles icon. When you click this button, the chat workspace automatically opens to a direct message between you and the user. Clicking this button creates a new direct message thread with the user unless you already have a message thread between the two of you. Otherwise, if a chat thread between you both already exists, clicking this button opens that existing direct message thread.
b. Call button: The call button is located below the user’s name and availability. This button is displayed as a phone receiver icon. When you click this button, the system creates a phone call between the two of you by calling that user’s extension.
B. Edit button: The edit button allows you to make updates to any of the customer contact information, dispositioning fields, and/or customer fields (if applicable). The fields that you can edit include: customer name, customer phone number, customer email address, Subject field, Interaction Type menu, End Result menu, Notes field, and any custom fields that you have configured to the queue where the interaction was last hosted when it was closed and completed.
C. Clone button: The clone button allows you to quickly generate a new outbound interaction to reach back out to the customer. When you click this button, the Clone Interaction form populates on your screen, which is where you determine the details for this new outbound interaction. Refer to the Clone Interaction form section below for more information.
D. Coaching tab: The coaching tab is where users with the appropriate permissions can access important information about the interaction, the coaching tools for commenting directly on the interaction and more. This tab populates at the top of the tabs panel when an interaction is completed and is only available when reviewing a completed interaction.
Clone interaction form
When you decide to clone an interaction, the Clone Interaction form populates for you to fill out. Fill out this form to build a new outbound interaction for reaching back out to the customer.
This form allows you to define the subject of the new interaction, the customer’s name, customer’s phone number, customer’s email address, the queue you want to host the new outbound interaction, and the communication type for it.
Refer to the labeled image below to learn more about the specific features of the Clone Interaction form.
A. Subject: The Subject field is where you define a topic, purpose, or title for this interaction. The Subject field initially populates with the same customer information from the original interaction. However, you can modify this information before completing the form. There isn’t a limit to the number of characters that you can input into this field.
B. Name: The Name field is where you define the customer’s name. The Name field initially populates with the same customer name information from the original interaction. You can modify this information before submitting the form.
C. Phone: The Phone field is where you input the customer’s phone number. The Phone field initially populates with the same customer phone number from the original interaction. However, you can modify this information before submitting the form.
D. Email: The Email field is where you input the customer’s email address. The Email field initially populates with the same customer email address information from the original interaction. However, you can modify this information before submitting the form.
E. Queue: The Queue menu is where you select which queue you want to host the interaction. The Queue menu populates all the queues that you are actively logged into.
F. Interaction Type: The Interaction Type menu is where you define the interaction's communication type. The menu options are based on your specific permissions for creating outbound interactions, so your Interaction Type menu can include all, some, or none of the outbound communication types. These are the current outbound communication types that are available to Edify CX users: ‘Phone’, ‘Text Message’, ‘Email’, and ‘Task’.
G. Close: The Close button allows you to cancel the interaction cloning process. Click this button to dismiss the form from your screen, including any information you input into the form prior to closing.
H. Create: The Create button allows you to complete the interaction cloning process. Once you click this button, a new active interaction is created in the specified queue with the parameters and data defined in the form. Once you click the Create button, the new interaction is built and assigned to you and you can no longer cancel the cloning process.