Interactions

Configure Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. alerts to notify specified employees when a flag is assigned to an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., contact The entire communication experience for a customer, from beginning to end., or evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. (and thus added to the corresponding flagged folder). A notification is also sent when a flag is removed from an interaction, contact, or evaluation.

If you remove a flag from an interaction, contact, or evaluation, the item is not removed from the flagged folder, even though the item is no longer flagged. If you remove an interaction, contact, or evaluation from a flagged folder, but do not remove the flag, no alert is generated.

Interactions alert rule settings

Setting	Description
Organization Name	The organization to which the rule applies. Only employees that belong to the selected organization or any of its suborganizations receive the alert.
Rule	QM Change Folder Notification
Notification Action	Action that triggers the alert: On Add: When a contact/interaction or evaluation is flagged On Remove: When a contact/interaction or evaluation is unflagged
Contact / Evaluation	Item that triggers the alert, either a flagged contact/interaction or evaluation.
Flagged folder	The flagged folder containing contacts/interactions or evaluations that have been flagged.
Employees	The employees and/or their direct supervisors that receive the alert (if Employees and/or Direct Supervisors is selected under To Whom): Alert only evaluated employee/Alert only recorded employee: The alert is sent to the evaluated/recorded employee (agent) and/or their direct supervisor, provided the evaluated/recorded employee: Belongs to the organization or suborganization to which the rule applies. Is assigned to the selected flagged folder. Has visibility to the contact/interaction or evaluation that triggered the alert. For flagged contacts, only the first interaction in the flagged contact is added to the flagged contacts folder and the alert is sent only to the recorded employee in the first interaction. Alert all employees assigned to the folder: The alert is sent to employees and/or their direct supervisor, provided the employees: Belong to the organization or suborganization to which the rule applies. Are assigned to the selected flagged folder. Have visibility to the contact/interaction or evaluation that triggered the alert. Note the following: For contact folders: If My Interactions folder is selected, alerts can only be sent to the recorded employee (agent), because My Interactions can only be visible to the recorded employees (agent). If any other contact folder is selected, alerts cannot be sent to the recorded employee (agent), because recorded employees (agents) do not have visibility to contact folders (except for My Interactions). For evaluation folders: If My Evaluations folder is selected, alerts can only be sent to the evaluated employee (agent), because My Evaluations can only be visible to the evaluated employees (agent). If any other evaluation folder is selected, alerts can be sent to the evaluated employee (agent), because evaluated employees (agents) can have visibility to evaluation folders (not only My Evaluations).
Action	Action that is triggered: Send Email and/or Send Desktop Messaging Application that allows sending pop-up messages to employees by selecting the recipients' name, login or role within the organization. Alert.
To Whom	Employees that receive the alert: Employees: The evaluated/recorded employee or all employees assigned to the flagged folder (depending on the selection and criteria under the Employees setting). Direct Supervisors: Direct supervisors of those employees that receive the alert (depending on the selection and criteria under the Employees setting). For direct supervisors to receive alerts, you do not need to select the Employees option. Additional users by usernames: Employees that match the sign-in names that are entered (with no consideration to the organization of the employee). Additional users by role:This option includes all employees that are: Assigned to the selected role. Belong to the organization where the rule is created or parent organizations to which the selected role belongs. Additional delivery targets: Employees having the email addresses that are entered (with no consideration to the organization of the employee).

Alert format

Each QM Change Folder Notification alert, whether it is a desktop message or an email message, contains information relevant to the Interactions alert rule.

A separate alert is triggered for each rule. Each alert can contain one or more items (interactions/contacts/evaluations).

Alert Field	Description
Rule Name	Name of the rule that triggered the alert. Appears in the email Subject, only if in the alert rule it is configured to appear.
Organization Name	Name of the organization for which the rule was created. Appears in the email Subject, only if in the alert rule it is configured to appear.
Employee Names	Names of employees receiving this alert. Appears in the email Subject, only if in the alert rule it is configured to appear.
Folder Name	Name of the flagged folder corresponding to the flag that was added or removed from an interaction, contact, or evaluation.
Employee	Name of the employee related to the interaction, contact, or evaluation that was flagged or unflagged.
Contact Link	Link to the interaction, contact, or evaluation that was flagged or unflagged.
By User	First and last name of employee responsible for adding or removing the interaction, contact, or evaluation.
At	Date and time the interaction, contact, or evaluation was added or removed. If more than one interaction/contact/evaluation is displayed in the alert, they are sorted according to this field.