Overview: Interaction classifications for queues (Edify Console)

Edify Console > Queues > Interaction classifications for queues (Edify Console)

This article explains interaction classifications in queues in Edify Console.

In this article

Overview

In Edify Console, the Interaction Classifications container under the Queue workspace is where you create the Type and/or Result menu options for queue users to use when defining the outcomes of an interaction. The queue user completes these fields after disconnecting from the customer, like during Wrap Up status.

Edify admins can build reports around these fields to better understand why customers are reaching out and how interactions are resolved. Once this container is configured, the menus are displayed for the queue user in the customer details tab of the interaction, just below the customer’s contact information.

Depending on the data that you want to collect about the interaction, you can create a mixture of both Type and Result options. The Interaction Type menu is where the queue user identifies why the customer reached out, otherwise known as the purpose for the interaction. The End Result menu is where the queue user identifies the outcome for the interaction.

Above: View of the interaction classification container in Edify Console.Below: Interaction Type and End Result as they appear in Edify App

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

  • Support Q - For your support team that manages service requests, you can create classifications like these:

      • Type: “New Installation”, “Reinstallation”, “Hardware Request”

      • Result: “Unresolved - Opened Ticket”, “Resolved - Closed Ticket”

  • Billing Q - For your billing team that manages payments, you can create classifications like these:

      • Type: “Make Payment”, “Update Payment Method”

      • Result: “Paid by Phone”, “Paid Online”, “Payment Update”

  • Outbound Sales Q - For your outbound sales team, you can create classifications like these:

      • Type: “Cold Call”, “Discovery Call”, “Technical Demo”

      • Results: “Qualified Lead”, “Schedule Follow Up”, “No Answer”, “Scheduled Demo”


When setting Interaction Classifications for your queue, ensure they're customized to collect data to meet the specific needs for that particular queue.

Visual breakdown

  • Add: Click the Add button to create a new line item to add another classification to the list.

  • Classifications: The Classifications menu is where you define whether the menu option is either a ‘Type’ or ‘Result’ classification:

      • 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: The Name input field is where you create the label for the menu option. This is what the queue user reads when opening the menu.

  • Delete: Click the delete button to remove the interaction classification line item from the list.

  • Save: Click the Save button to save the changes once you are done modifying the Interaction Classifications container.