The Interactions page provides a flexible interface designed to help supervisors manage high volumes of customer engagement data. By customizing your table view, you can prioritize the information most relevant to your current workflow, streamline data analysis, and quickly navigate through ongoing, queued, or completed interactions to ensure operational efficiency.

Use these tools to narrow down your focus and locate specific interactions quickly:

• Search Bar—Located at the top of the table, the search bar allows you to quickly locate specific interactions by entering attributes such as Customer ID, Agent Name, or Queue.
• Advanced Filtering—Click the filter icon to apply multiple criteria simultaneously. You can filter by interaction state (for example, "Available" or "Engaged"), communication channel, or specific time thresholds (for example, last 24 hours, last 48 hours, last week, last month, or custom date ranges).
• Reset—Use the Reset button to clear all active filters and return to the full list of interactions.

Organize your data into a structured hierarchy to better visualize trends and performance.

• Group By: Select multiple categories to group your data. As you select categories, they appear as a sequence of "chips." The order of these chips dictates the nesting hierarchy of your data, allowing you to drill down into specific team or queue performance levels.

Tailor the table layout to display only the metrics that matter to you.

• Show/Hide Columns: Click the gear icon to open the customization drawer. Use the + or - icons to move items between the "Available" and "Selected" lists. Any new columns added to your view will automatically appear immediately before the Actions column.
• Pinning: Hover over any column header and click the Pin icon to lock the column to the left or right of your view, ensuring critical data remains visible while scrolling.
• Drag and Drop: Click and hold a column header to drag it to a new position, reordering the table to suit your preference.
• Resizing: Hover your cursor over the vertical separator line between two column headers until the directional icon appears. Click and drag the separator to adjust the column width.

The system provides clear feedback when data is unavailable or requires attention.

• Empty View: If no interactions match your current search criteria or applied filters, the table will display an "No interactions found" message.
• Error View: If the system fails to load data or a refresh is unsuccessful, a notification banner will appear. Simply click the Retry or Refresh button within the banner to re-initiate the data retrieval process.