Overview: Interaction Classifications container in Queues (Console)

This article explains interaction classifications in queues in Console.

In this article

Overview

In Console, the Interaction Classifications container under the Queue workspace is where you create predefined interaction classifications. An Interaction Classification is a selectable option that a queue user can use to define the type and/or end result of an interaction. You can use the Interaction Classifications container to create a list of possible interaction results and interaction types a queue user can select from when handling an interaction in the specified queue.

Interaction classifications make it quick and easy for queue users to classify an interaction’s type and result by selecting options from a drop down menu (rather than having to type out the information manually in the Notes field).

Interaction classification fields are also useful because you can build reports around these fields to understand why customers are reaching out and how their interactions are being resolved.

Queue users usually fill out these fields as one of their dispositioning tasks once they are disconnected from a customer and the interaction is in Wrap Up status, but they can also be used while an interaction is in Connected status.

Once this container is configured, the menus are displayed for the queue user in the customer details tab of the interaction, below the customer’s contact information.

Container breakdown

Add

Click the +Add button to create a new line item to add another classification to the list.\

Classifications

Define whether the menu option is either a ‘Type’ or ‘Result’ classification in the Classification menu.

• Type: A Type classification describes the reason the customer reached out, or the purpose of the interaction.

• Result: A Result classification details the outcome of the interaction.

Name

Create the label for the menu option in the Name input field. This is what the queue user reads when opening the menu.

Delete

Click the delete button (trash can icon) to remove an interaction classification line item from the list.

Use case

Here are some use cases for how you can configure these menus for different queues.

• Support Q - Suppose your support team manages service requests. You can create interaction classifications like these:

• Billing Q - Suppose your billing team manages payments. You can create interaction classifications like these:

• Outbound Sales Q - Suppose your sales team makes multiple types of outbound calls. You can create interaction classifications like these:

Read more

• Add an interaction classification to a queue (Console)

• Remove an interaction classification from a queue (Console)

• Modify an interaction classification on a queue (Console)

• Overview: Home list status column in Queue (App)