What are Interactions?
A friendly “hello” to the coffee vendor, a gentle honk to give that kid in front of you a reminder that the light has turned green and everyone has places to go, or a tight bear hug for a friend you haven’t seen in ages. Interactions come in many forms, but in Quality Management, interactions represent the dialogue between customer and agent.
Note: Analysts, Admins and Super Admins have access to Interactions. See this article to read more about Roles Management.
Starting an evaluation from the Interactions page gives you the distinct advantage of seeing the evaluation and the interaction side-by-side. The interactions you’ll see on the left are automatically pulled from whichever integration -or integrations- you have chosen to partner with Playvox. They will be organized by filter (generally named after the corresponding integration).
Remember: Make sure you have your filters set up correctly in order to view all your interactions.
Before we get started, let’s check out the parts of an interaction.
Anatomy of an Interaction
Check out this example dashboard for Zendesk customer service tickets, with the default All Users.
Customer interactions are displayed in the left column of the dashboard. Interaction metadata appears within the card and can include things like agent name, date of interaction, the status of the interaction, etc. based on your specific integration’s settings.
The interaction, or transaction number, appears in the upper right corner of the interaction window.
The interaction’s evaluation status appears as a colored label. Playvox displays all customer interactions in the list to the left side of the dashboard, even if they have already been evaluated.
Note: Interactions are listed with the most recent interactions at the top.
Taken: Indicates someone has selected the interaction. You may also evaluate it, but this lets you know someone else is in the process of evaluating it.
Evaluated: Someone has already completed an evaluation of this interaction.
Calibrated: This interaction has been evaluated and calibrated.
No label: Not yet evaluated.
Note: If you see Unsynced instead of the name, this indicates that an agent associated with an interaction is not active on the Playvox platform. Typically, these are not a priority for quality analysts.
When you click an interaction from the left column, a preview of the interaction will appear in the right column. This could be an email, phone call recording, chat, trouble ticket, etc. Click on the right tab in the right column to view additional metadata on the interaction.
Remember: The information displayed in the metadata can be edited by going to Settings > Integrations. Then select the Actions drop-down menu to further modify your Integrations Settings.
Selecting a Customer Interaction
Go to Quality > Interactions.
Select a Filter from the Select Filter Drop-down menu.
Note: These are typically labeled by type or source of the interaction, like Customer Support or Zendesk.
Important: Filters may only be configured by a platform administrator.
3. If you wish to see interactions for a specific user, click the Select User drop-down
menu. Otherwise, the default will show All Users.
Running a Quick Filter
You can set up the standard filters for the Interactions dashboard if you have permission to create and update filters (see this roles management article to read more). However if you can’t set up standard filters, you can still choose to perform a quick filter using a set of rules for the interaction types you’d like to see. Quick filters are temporary, but will stay in place until changed.
Select a filter.
2. Select the Quick Filter icon to the right of the Select Filter field.
3. A pop-up window will appear. Choose the rules you’d like the filter to follow, then
Note: These rules may vary depending on your integration.
You can also run a quick search by specific customer interaction number.
Click the Select filter drop-down.
Scroll down and select Quick search.
3. Select the connector from the Select connector menu.
Remember: The connector is the platform source or location of the interaction.
4. Enter the interaction number and press Enter on your keyboard.
The ticket will appear on your screen.
Yay, yay, hooray! You’re now an expert on Customer Interactions, Filters, and Quick Searches. Your Quality Management skills are off the charts!
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