Customer Interaction
What is Customer Interaction?
For each contact reason identified, a separate interaction is tracked in the Interaction Activity and Interaction History. Because customers can reach out for more than one reason and agents can service more than one request, multiple interactions can be tracked for each contact.
Tracking interactions at the level of contact reason, rather than only the call or chat, gives a more accurate picture of what customers need. A single phone call might include a billing question and an address change. Recording these as two interactions means each can be categorized, handled, followed up and reported on its own.
This structure supports better analysis of demand. Contact reasons can be counted and trended, linked to outcomes, and used to spot repeat contacts or failure demand. It also helps agents, because a complete interaction history shows what was asked and resolved previously. Common measures built on interaction data include volumes by reason, resolution rates by reason and repeat contacts within a set period.
Related: Interaction, Contact reason (CR), Interaction history, Failure demand.