How You View Queue Interactions Information

The interactions grid shows you details about all of the interactions in a selected queue. By default this grid only lists real-time interactions. To display non-real-time interactions, select the Show Nonreal-Time option.

Field	What You Need to Know
Interaction	The date and time when the interaction was created.
Channel	The type of communications channel.
Reference ID	An identifier of the work item that's associated with the interaction, for example, SR number.
Customer	The customer who started the interaction.
Account	The customer's account.
Wait Time	How long the interaction has been waiting in the current queue. This value is reset each time an interaction is assigned to a new queue.
Number of Queues	The number of queues the interaction has been assigned to. When an interaction is moved from one queue to another, this counter increases by one. For example, if an interaction was moved to 3 different queues after it was created, the Number of Queues value is set to 3.
Rules Time	The time taken to assign the interaction to the current queue. This value is displayed in HH:MM:SS.mmmformat.
Trace	Routing history of the interaction. Click the View link to open the Interaction Trace window.