Interaction form
The Interaction form displays information about a customer interaction.
The interaction form includes the following fields.
| Field | Description |
|---|---|
| Number | The automatically assigned interaction number. |
| Type | The type of customer interaction, such as a chat or phone call. |
| Account | The name of the customer contact's company. This field is filled in automatically if the information is available in the contact record. |
| Contact | The name of the customer contact. |
| Consumer | The name of the consumer. |
| State | The current state of the interaction. For more information, see Interaction states. |
| Assigned to | The name of the assigned user. |
| Short description | A brief description of the customer issue. |
| Work notes | Records information about the interaction and the work being done to resolve the customer issue. |
| Wrap up duration | If using the Interaction wrap up feature, the system administrator can configure the Interaction form and add the Wrap up duration field. This field records the length of time that the Interaction record spends in the Wrap Up state. This is a read-only field. If a duration is not calculated, this field is set to 0. Duration is calculated as the time an interaction is in the Wrap Up state before moving to either Closed Complete or Closed Abandoned. Note: If an agent closes the tab and ends the interaction, the wrap up duration is recorded as 0 seconds. |
| System wrap up | If using the Interaction wrap up feature, the system administrator can configure the Interaction form and add the System wrap up field. The system determines if the interaction wrap up was performed manually by an agent (by clicking End Wrap Up) or automatically by the system and sets this field accordingly.
The default value for this field is false. |
Parent Topic:Interaction wrap up