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Interaction data

📊 Interaction data is a centralised view for all the data collected during a call such as recordings, chat transcripts, shared files, co-browse session etc. .

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Summary​

View metrics about the interaction and the call. An interaction spans longer in time than a call since it is a chat or callback interaction that escalated in a voice/video call. Some extra call metrics are also visible, when available. The origin property shows where did the call originate from. Genesys chat, auvious widget or a scheduled call?

Recording​

View the available recordings and request a composition, as described in the Recording section.

Co-browse​

If recording is enabled, The co-browse session can be replayed here. If you start a co-browse session using a PIN from the dashboard, the co-browse session is automatically recorded, as long as you have enabled it in storage settings.

Clicking on a co-browse recording a player pops up with the session recorded. You can click on the Timeline button to see a list if events that occured during the session.

timeline

Snapshots​

A grid view of approved and discarded snapshots.

Chat Transcript​

If the recording is enabled, a chat transcript is saved and synced with the recording. When viewing a recording you can see exactly what was sent to chat and at what time.

Files​

All the files that were sent at the call either by agents or by participants can be found here.