Overview: Completed interactions
(Edify App)

Edify App > Queue > Interactions > Overview: Completed interactions (Edify App)

This article provides an overview of the features available on completed interactions in Edify App.

In this article

Overview

In the Edify App, the interaction workspace is one of the main workspaces within the queue. There are two types of interactions, active interaction and completed interactions.

Active interaction

Completed interaction

Active interactions

When you’re engaging directly with a customer or working on a specific task, these interactions are active interactions. See Overview: Active interactions (Edify App).

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.

Visual breakdown

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.

  • Completed By (A): The Completed By area shows 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 contact the user by either chat or phone.

      • Chat button: The chat button is located below the user’s name and availability. This button is displayed as a message bubbles icon. Click on this to open the chat workspace and create a direct message with the user.

Note: If you already have a direct message with the user your conversation will continue in that thread.

      • Call button: The call button is located below the user’s name and availability. This button is displayed as a phone receiver icon. Click this button to call the user’s extension.

  • Edit button (B): The edit button allows you to make updates to any of the customer contact information, dispositioning fields, and/or customer fields (if applicable). You can edit the following fields:

      • Customer name

      • Customer phone number

      • Customer email address

      • Subject field

      • Interaction Type menu

      • End Result menu

      • Notes field

      • Custom fields configured to the queue.

Note: You can't modify who completed an interaction or the activity associated with an interaction.

  • Clone button (C): The clone button allows you to quickly generate a new outbound interaction to reach back out to the customer. See Clone a completed interaction (Edify App).

  • Coaching tab (D): The coaching tab is where users can access data on interaction, 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. See Overview: Interaction coaching tab (Edify App).

Note: This feature is not available to all users.

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