Spy feature for Interactions

The Supervisor can monitor the contents of an interaction thread (also in real time).
Supervisors can also add internal notes, which are visible only to internal agents—not to the customer. Moreover it is possible to view:

• Exchanged messages

• Contact details

• Interaction metadata (e.g., originating IP address)

From Interactions list of a specific account, admin/supervisor can click the three-dot menu (⋮) of the interaction of interest and select Spy option

Open

• On the left side, admin/supervisor can view all exchanged messages

• On the right side they can see:

  • Contact details

  • Interaction tab with:

    • interaction metadata: status, agent, date of creation

    • resolution details (if the interaction is closed): closing date, dispositions and notes

    • sentiment analysis result FROM VERSION 3.53.0:

      • Sentiment Provider: the provider selected to perform the analysis (e.g. AWS, OpenAI)

      • Sentiment Result: the predominant sentiment identified in the interaction

      • Percentage distribution of each sentiment category (Positive, Negative, Neutral and Mixed)

  • Customer journey with filters by channel or by range date

Moreover from the topbar, admin/supervisor can:

Open

 

• insert an internal note visible only to agents—not to the customer.

• download the interaction with or without attachments

• insert a tag

• transfer the conversation to a queue or to an agent (only if the interaction is still open and if there is at least one inbound message) and if the transfer option is available for the channel in the account settings

• run sentiment analysis