Interaction Logs allow you to view all customer interactions on a historical basis and generate reports from the available data. You can review full details for each interaction, from when it started, to who handled it, and even which browser or device the customer used.

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Can’t see the Interaction logs menu item? This feature can’t be accessed by agents. Reach out to your Admin if you feel you need these permissions.

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Interaction Log’s Overview Page 📁

When you first access the interaction logs you will see a page that shows a table of information relating to your interactions. The information presented here is useful to check at a glance some basic information about your most recent interactions.

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🔎 Filtering Information

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Show Filters:

By default, the overview page displays the most recent interactions. If you want to refine the results, click Show Filters in the top-left corner of the page.

This opens the Filter Tool, where you can customise which interactions appear in your view.

Use the dropdown menus, text fields, and date pickers to choose how you’d like to filter your data, for example, by date range, channel, queue, or agent.

Once you’ve made your selections, click Update Filters to apply your changes.

• What are the filtering options? </aside>

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Column Selector

You can also filter the page to only show the columns you are interested in. To do this click the cog icon at the top right of the table, then select which columns you want to see.

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Interaction Count chart

At the bottom of the screen, you’ll see the Interaction Count chart, showing the total number of interactions over your selected date range.

Hover over any point on the graph to view the exact count for that date.

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⬇️ Data Exporting

After selecting your filters, you can export the data shown on the Interaction Logs Page.

Simply click Download or Email in the top right ****to export the data.

• What data is included in export?

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The Download button will generate a downloadable file through your browser. While the Email button will send out an email which contains the data. Use the Email button if you need to download lots of data as the interaction limit is higher.

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Individual Interaction Log Overview 📄

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To see more information about an interaction, you can click on the blue summary (or ID) URL. This will load a new page which shows more information about the interaction. Whats displayed is dependant on what settings you’ve enabled.

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Interaction Info

Interaction information contains basic information on the interaction such as:

• Interaction ID.
• The queue the interaction was finalised in.
• What the primary channel (such as SMS or Web).
• The interaction origin country (please note that VPNs can skew this information). </aside>

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Interaction Handling

The interaction handling section will show which agents and chatbots handled the interaction. It also specifies if the interaction was handled by just the chatbot (Useful for checking deflection rates).

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Tags

This area shows all tags that have been assigned to the interaction. Tags can be assigned by agents and AI.

You can click the edit button to add more or remove tags from the interaction.

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Customer History

The customer history section shows a list of all historical interactions that took place with the customer.

You can click the blue URL to access that interactions detailed view.

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Timings

The Timings section shows all information regarding the interaction lifespan such as:

• Started and ended times
• The initial/total queue time
• How long the interaction was spent with an agent.
• How long the interaction was spent with a chatbot. </aside>

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Outcomes

The outcome section will provide an AI Summary of the interaction based on the transcript.

This is useful for supervisors/account holders to quickly check what was covered in an interaction.

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Sentiment

Sentiment Analysis measures how positive or negative an interaction feels based on the language used by both the customer and the agent.

Each message in a chat is analysed and given a score between -1 and 1:

• 1 = completely negative
• 0 = neutral
• 1 = completely positive

Throughout the conversation, these scores are averaged to create an overall sentiment score for the interaction.

For example, a score of 0.48 would indicate a generally positive tone.

Sentiment can change as the conversation progresses, if the language becomes more positive or negative, the score will adjust accordingly. Supervisors can track these trends in reports, interaction logs, or live monitoring to better understand customer satisfaction and agent performance.

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❓ FAQ’s: Interaction Logs

• Interaction Lifecycle Stages Explained (active, ended, finalised, completed)
• Reasons for ended interactions:
• Interaction Logs Data