Interaction Management
What is Interaction Management?
For each contact reason identified, a separate interaction is tracked in the Interaction Activity and Interaction History. Because customers can contact the organization for more than one reason and agents can service more than one request, multiple interactions can be tracked for each contact.
A single contact does not always mean a single request. A customer might call to update an address and then ask about a bill, and each of those needs to be resolved and reported properly. Interaction management treats each contact reason as its own interaction, tracked from start to finish and recorded in the customer’s interaction history, even when several happen within one call or chat.
This approach gives a more accurate picture of workload and outcomes. Reporting by interaction rather than by contact shows how many requests agents actually handle, which reasons take the most effort and which were resolved. It also gives the next agent a clear record of what was asked and what was done, so customers do not have to repeat themselves when they return.
Related: Interaction, Interaction History, Contact Reason (CR), Totalix.