Engage Digital | Viewing and transferring interactions

The Channel modes page gives you insight into your default channel modes, asynchronous and real-time. In this view, you can see the number of interactions that are awaiting, created, completed, and undelivered, and you can also see the details about each interaction. 

You may want to inspect an interaction when you see that new interactions arrive and remain in an awaiting status. You can also inspect other interactions. To do this, navigate to Supervision > Channel modes via the left-hand navigation bar. Click on the eye icon to reveal the interaction inspector modal window. You can now inspect or transfer an interaction.

Inspecting an interaction

To view interaction details, take the following steps:
1. Navigate to Supervision > Channels via the left navigation bar 
2. Click on the eye icon in the column of the interaction you want to check to reveal the interaction inspector modal window 
3. Click the Transfer button at the lower right of the message to reveal the Transfer interaction modal window. You may take one of these actions:

a. Transfer the interaction directly to another agent or a team: Select an agent or team from the Agents or Teams dropdown menu

b. Recategorize a message: Select a category from the Categories dropdown menu

c. Change the language of a message: Select a language from the Language dropdown menu

d. Add a comment to a message: Enter comment in the Comment text box

4. Click Transfer

Interaction detail metrics

As a supervisor, there are metrics you can view in the interaction inspector modal window. Let’s discuss the fields you can see when inspecting an interaction:
  • Customer name: Name of the customer who sent the message
  • Time of last message: The time the last message was sent. Click on it to view the thread in Inbox view
  • Routing strategy name: Name of the routing strategy step the message is at
  • Priority score: Hover over the score to view the score details. You can view how the final priority score was calculated by hovering over the score in the interaction inspector window. Depending on how the console is configured, the score may vary depending on these criteria:
    • A score added by the rules engine
    • A score added by the channel
    • A score added by the boost on interactions with case
    • A score added by the boost on transferred interactions
    • A score added because the SLA commitment has almost been breached
  • Channel icon: Hover over it to view the channel name
  • Transfer button: Allows you to manually reroute the interaction
  • Content of customer’s last message: Complete message of the customer
  • Available agents: Possible agents that might be a good option to transfer the message to, or the agent who completed the interaction

Viewing awaiting interactions

The Awaiting column in the Channel modes view shows the number of awaiting interactions requiring an action (reply, defer, ignore, transfer) and available to agents. The red number with the clock indicates the number of interactions for which the SLA commitment is breached among the awaiting interactions. 

Viewing the dispatch order of awaiting interactions

To view the dispatch order of awaiting interactions, you navigate to Supervision > Channels via the left nav bar and click the eye icon next to the count in the Awaiting column to open the interaction inspector modal window. Interactions are displayed in an order depending on their priority and age. They are first ordered by decreasing priority score, then in reverse chronological order. 

Interactions at the top of the list are the first to be dispatched to agents because their priority score is the highest. If several interactions have the same priority score, they will be dispatched in the order they were received. For more information on the interaction inspector modal window, see the Interaction detail metrics section above.

Viewing created interactions

The Created column in the Channel modes view shows the number of interactions created every time a new client message was received. Interactions that are created when a deferred interaction comes back in the agent’s inbox are not taken into account.

Viewing completed interactions

The Completed column in the Channel modes view shows the number of deferred or closed interactions. When needed, you can also reroute a completed interaction to agents, teams, or categories

Rerouting completed interactions

To reroute a completed interaction, follow these steps:
1. Navigate to Supervision > Channel modes from the left nav bar
2. Click on the eye icon in the Completed interactions column to reveal the interaction inspector modal window
3. Click the Transfer button at bottom right of the interaction
4. Choose between the transfer options
5. Click Transfer

Viewing undelivered interactions

The Undelivered column in the Channels view shows the number of undelivered interactions that you can transfer. A interaction can fail to deliver in these two scenarios:
  • The interaction expired at the last topology step. It was then added to the undelivered interactions
  • No agent with access to the push mode had the necessary skill set to process the interaction (category, language)

Redistributing undelivered interactions

To redistribute an undelivered interaction, follow these steps:
1. Navigate to Supervision > Channel modes from the left nav bar
2. Click on the eye icon in the column of Undelivered interactions to reveal the interaction inspector modal window
3. Click the Transfer button at bottom right of the interaction
4. Choose between the transfer options
5. Click Transfer
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