How you View Interaction History for the Service Request

If you're an agent or manager, use the Interaction History view to:

• Track interactions related to a specific account, contact or service request.

• Track all customer communications across channels.

• View the total number of interactions, most-used channels, and contacts that were involved in the interactions.

To display the page you just go to the Edit Service Request page, and click the Interaction History tab.

On this page, you can filter interactions by channel, contacts, resource, creation date, and the direction of the interaction. You can also bring up the Wrap Up page to view chat transcripts, and view real-time analyses of SR interactions.

Analyses	What does the Analyses provide
Interactions	Gives an overview of the volume of interactions for the SR. This tile displays the following information: The total number of interactions for that SR. The number of interactions over the last 10 days.
Top Channels	Shows the top three most used channels for interactions on an SR
Top Contacts	Shows the top three team users with the highest number of interactions. The interaction individual total is shown with each user name.

You can view interactions that are linked to a service request, lead, and opportunity. These details are indicated in the Reference Type column.