Overview

If a conflict arises between a customer and one of your Agents, you may need to trace their interactions. This feature allows you to search for calls, emails, and chat interactions and examine the details. Calls are organized into several sub-tabs, and if a call is recorded, you can listen to the recording.

Interaction Types

Phone

Tab: All 

Displays general information about all calls.

Tab: Media Channel 

Shows system-level call data for different IVR Channels.

Tab: Routed Inbound 

Provides details on routed inbound calls and voicemails.

Tab: Routed Outbound 

Displays information about routed outbound calls, including callback requests, routed voicemails, and user-defined outbound calls.

Tab: Agent 

Contains details about calls routed to a specific Agent.

Tab: User 

Shows information about direct calls (DDI Calls) between Users.

Email

Displays email conversations and messages within a conversation.

Search Criteria & Results

Search Criteria:

From	Start date (and optional start time);
To	End date (and optional end time);
Account	Retrieve only from selected Email Account;
MTNR	Retrieve with this unique MTNR (MailTrackingNumber);
Sender address	Email address of the sender;
Agent	Retrieve only from selected Agent;
State	Only retrieve Email conversations that reached the selected status;
Open	Open, the conversation is not opened or left open because it is not ended yet;
Closed	The Email conversation has been closed;
Failed	The routing of the Email conversation failed; This could be caused by missing an email rule.
Closed NoReplies	The Email conversation has been closed without any replies sent;
Closed Handled	The Email conversation has been closed and is marked as handled;
Closed Discarded	The Email conversation has been noted and is marked as closed;
Closed FowardedDiverted	The Email conversation has been forwarded and is marked as closed;
Closed Deleted	The Email conversation is removed;
Qualification	Retrieve only with selected Qualification assigned;
Subject	Retrieve only with selected subject in the Email Conversation;
No replies	Retrieve only with no replies sent;

Result list with Email Conversation Messages:

Account	Router Name;
MTNR	The technical ID of the Email Conversation;
Opened	Arrival date and time of the Email Conversation;
Sender	If recognized, Name of sender;
Sender address	Email address of sender;
Subject	Subject of the Email Conversation;
#Messages	Number of messages in the Email Conversation;
Agent	System or the name of last acting Agent;
State	See state above;
Result	Result of the email handling;
Qualifier	Qualifier as assigned by Agent;
Last update	Date and time of the last update in the Email Conversation;

• Double click on a conversation for a pop-up window with an overview of the technical details of each related Email message. 
• Click on an Email Conversation (B) in the result list to show the related Email messages (C):
   

Type	Request / Auto reply / Reply / Consult / Forward / Re-Request;
Timestamp	Timestamp of the message;
In/Out	Incoming or Outgoing message;
From/To	Name of the sender/receiver;
From/To address	Email address of the sender/receiver;
Subject	Subject of the message;
Qualification	The Qualificationassigned by the Agent.
Handled by	System or Agent’s name that handled this message;
State	State of the message;
No sender address	The Email conversation was anonymous;
Note	Note that the Agent has entered during the Email handling;

Double-click on a message will open the message itself in a separate window; A single click on a message (C) and the content is displayed in a side pop out.

Use the button on a closed conversation, to re-open the email conversation again.

 

 

WebChat

Provides information about routed web chat conversations.

Search Criteria & Results

Search Criteria:

From	with start date (and optional start time);
To	with end date (and optional end time);
Originator	from this originator;
Subject	with this subject;
Router	from selected Router;
Agent	handled by selected Agent;
Result	that reaches the selected result: Initiated / Answered / No agent / Full / Time out / Abandoned / Abort / Error / Closed
Qualification	Retrieve only with this Qualification;

Result list with Web Chat conversations:

Date	Start date and time of the call;
Name	Name as entered by customer in the Web Chat form;
Subject	Chosen subject by customer in the Web Chat form;
Router	Router Name responsible for routing the Web Chat conversation;
ChatID	The technical ID of the Web Chat conversation;
Agent	Name of Agent;
Result	See result above;
Duration	Total duration for handling the Web Chat conversation in the UCS system;
Qualification	The Qualification entered for this Web Chat conversation.

Click on the Web Chat conversation to see the conversation and double click to zoom in for more technical details.

 

 

Interaction Tracking Details

Overview

The Interaction Tracking Details feature allows users to zoom into the specifics of an interaction within the system. By selecting the tracking button on an entry in the result list, users can access detailed information about the interaction. This functionality is particularly useful for Administrators to analyze the conversation flow and technical aspects of a call.

Accessing Interaction Tracking Details

• Locate an interaction entry in the result list.
• Click on the tracking button to open the Interaction Tracking Details window.
• The window provides an in-depth view of the interaction, including call flow passages before being answered by an Agent.

Interaction Details

Each interaction contains the following details:

• Start: Start date and time of the conversation.
• End: End date and time of the conversation.
• Duration: Total duration of the conversation in the UCS system.
• CallID: Technical identifier of the conversation.
• From: Originator of the call.
• To: Destination of the call.
• Agent: Name of the Agent handling the interaction.
• Status: Last recorded status of the conversation.

Call Flow Module Details

For each module that the call passes through, additional details are available:

• Start: Date and time when the conversation entered the call flow module.
• End: Date and time when the conversation exited the call flow module.
• Module: Name of the call flow module.
• Name: Name associated with the action executed by the call flow module.

Recorded Calls

For interactions that are recorded, a media player appears at the bottom right of the screen:

• Users can play, download, or delete the recording using the respective buttons. 

• The location of the recordings is registered in the System Console.
• Users with the Record All Provisional option can confirm the recording of DDI-Calls themselves, after which the recording is permanently saved.

Call Qualification

It is possible to change the Qualification of both inbound and outbound routed calls, allowing for better categorization and analysis.

Authorizations & Access

• Call Tracking Allowed – Required to use this feature.
• Media Tabs Visibility – Media tabs are only available if configured in your UCS system.
• Media Channel Tracking – Available only to Supervisors with ‘System Access’ authorization.
• Interaction Tracking Scope – By default, interaction tracking is limited to ‘own’ Routers. With ‘System Access’ authorization, it extends to all Routers.
• User Call Tracking Allowed – Additional authorization is required to track User calls.
• Access to Recordings – Enables users to view and play call recordings.

Additional Features

• Filter Options – Use filters to refine your search. The filter section can be expanded or collapsed using the Filter button.
• Qualifier Management – In various tabs, you can change or assign a new qualifier using the designated button in the details section.
• Anonymous Callers – Through the Administrator Application, it is possible to allow anonymous calling. When enabled, Agents will not see the caller’s number in call tracking or reports.