Some phone systems may split calls into parts whenever someone is transferred, placed on hold, or someone is conferenced in.
For example, a call where a customer is placed on hold may have 2 parts:
1. The customer speaks with Agent A (before placed on hold)
2. Agent A returns to finish the call with the customer
Calls split this way tend to skew report analytics as these two individual call parts are counted separately instead of being treated as one complete call.
Composite interactions is a filter option that helps you combine these parts of the call into one composite call for accurate report analytics and ease of playback.
Composite interactions make it easy to:
- Visualize all the separate interaction parts together in one complete interaction.
- Give more accurate report analytics by counting a composite interaction once (vs. each interaction part).
- Easily navigate between interaction parts during interaction playback.
- Create categories that better target the complete interaction (vs. each interaction part).
Composite interactions in Search & browse:
- Composite interactions filter: allows you to show results as either composite interactions (i.e. parts combined into one complete interaction) or individual interactions (i.e. parts shown as separate calls, chats or cases).
- Interaction parts: a list of each interaction part on a call. Click the interaction part's timestamp to see that part's timeline and transcript.
Composite interactions (Calls)