Located at the top of the page, this area provides essential high-level information about the interaction. It includes key identifiers such as the Queue Name, Entry Point (EP), Agent Name, and the unique Interaction ID.

This section dynamically displays crucial performance metrics relevant to the interaction's current state:

• For live (ongoing) interactions:

  • Current interaction duration: The elapsed time of the ongoing interaction.

  • Contact status and duration: Details on the current status (e.g., connected, on hold) and how long the contact has been in that state.

  • Hold duration: The cumulative time the customer has been on hold during the current interaction.

  • Consult/Conference status: Information on any active consults or conferences.

• For completed interactions:

  • Total interaction duration: The overall length of the completed interaction.

  • Hold duration: The total time the customer was on hold during the interaction.

  • Wrap-up duration: The time spent by the agent in the wrap-up state post-interaction.

  • Wrap-up reason: The reason code applied by the agent at the end of the interaction.

  • CSAT: Displays the Customer Satisfaction score for the interaction, which can be an actual survey score or an AI-generated prediction. You can leverage these scores for understanding customer satisfaction and identifying training needs and auditing interactions.

• For in-queue interactions:

  • Current wait time: The duration the interaction has been waiting in the queue.

  • Transfer origin: Details on where the interaction was transferred from, if applicable.

This central area supports all omni-channel types (voice, chat, email, and social media conversations), ensuring a unified view of the entire conversation stream, including historical interactions if they are part of the same conversation. The area provides the core conversation details:

• For live interactions: Displays real-time transcripts of the ongoing conversation, providing immediate context.

• For completed interactions: Offers full conversation transcripts, complete with sentiment analysis (highlighting emotional tone) and chapter markers. These markers allow for quick navigation to specific points of interest within the conversation.

For completed voice interactions, this area provides direct playback functionality for call recordings. Similar to transcripts, recordings also feature chapter markers, enabling supervisors to easily jump to key moments like hold segments, consults, or specific parts of the conversation.

These panels are consistently available across all interaction states (live, completed, and in-queue), offering additional context and data:

• Interaction data panel: Displays key metrics such as interaction timings, total duration, hold time, and handle time.

• Customer journey widget: Provides historical context of the customer's interactions across different channels and days, offering a holistic view of their engagement history.

• Contact history view: Shows details of transfers that occurred within a specific interaction, providing insight into the interaction's routing path.

• Send message to agent: Send a direct message to the agent handling the interaction.

• Listen: Silently listen to the live conversation between the agent and the customer.

• Join/Barge in: Join the live conversation, allowing you to speak with both the agent and the customer.

• Coach agent: Provide real-time, private coaching to the agent without the customer hearing.

• Send message to agent: Send a message to an agent who might be assigned to or interacting with the queue.

• Assign to themselves: Take ownership of an interaction currently in queue.