What is it?
Interaction segments are legs of the interaction that are associated with a single agent. For example, if an agent transfers an interaction, a new segment is created.
The following standard reports are now included in historical reporting:
- Interaction Segment Details by Agent: Provides the details of each individual agent segment that makes up an interaction. The interaction ID included in the report identifies the interaction from the customer’s perspective.
- Interaction Segment Summary by Agent: Provides the total transfer, add participant, and segment data for each agent.
- Interaction Segment Summary by Agent to Agent: Provides data for agents and each agent that they add to a conversation through a transfer or add participant action. You can use this report to identify trends such as agents who frequently add the same agents as participants to their interactions.
Reports on a call from the customers perspective. Detailed account of customer data and the individual agent(s) segments.