Interaction Management

An administrator can activate the Interaction Logging, Routing, and Queueing plugin (com.glide.interaction) to access the functionality.

As an agent, you might need to create a record on another table to work on an interaction. You can associate the record with the interaction.

Several types of components are installed with activation of the Interaction Logging, Routing, and Queueing plugin, including tables and user roles.

Wrap-up codes enable agents to quickly wrap up and close interactions. Agents can select wrap-up codes from the interaction wrap-up modeless dialog.

You can configure the behavior of an interaction and the types of information that is stored with the record. You can also use interaction wrap up to provide agents with a brief wrap-up period at the end of customer conversations.

Create a configuration for each type of interaction that uses the interaction wrap up feature.

An interaction is a record of a conversation between a requester and a fulfiller (real or virtual). Though most interaction creation takes place in other applications, if needed, you can create an interaction directly from Interaction Management.

Enable interaction wrap-up codes and select the wrap-up codes that are available to agents in the interaction wrap-up modeless dialog.

Context and channel metadata are document ID fields included as part of interactions. Both types of records store information about the interaction.

The Interaction form displays information about a customer interaction.

Learn about the components installed with Interaction Management.

Interactions provide a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. The purpose of Interaction Management is to help get insights into the channel's effectiveness.

Configure the behavior of an interaction by determining the routine behavior for each state that the interaction goes through during the life cycle.

The interaction wrap up feature includes a scheduled job to close any interactions in the Wrap Up state that were not closed either manually by an agent or automatically by the system.

Interaction wrap up provides agents with a brief wrap-up period at the end of customer conversations. Agents can use this time to complete their work before moving on to assist other customers.

The interaction wrap up timer displays a countdown of the wrap up duration period in CRM Workspace.

Most interaction creation takes place in other applications, to control channels. When needed, you can create an interaction from the Interaction application.