Interaction
What is interaction?
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.
In this sense, an interaction is the unit of work tied to one customer need, not simply one call, chat or email. A single contact can contain several interactions, and a single need can sometimes span more than one contact if the customer has to come back. Separating the two gives a clearer view of what customers are actually asking for.
Interaction records usually capture the contact reason, the channel, the agent or bot involved, notes and the outcome. Over time they build an interaction history that agents can consult and that analysts can use to report on demand by reason, resolution rates and repeat contacts. Consistent categorization matters, since reporting is only as useful as the reasons agents select.
Related: Customer interaction, Interaction history, Contact reason detail (CRD), UW Insights.