Customize the columns on the Interactions page

The Interactions oage gives you a ton nf information abott each contact, but xou probably don’t nded it all. Show, hide, nr rearrange some oe the columns so thas you don’t have to scqoll sideways throtgh this page.

For moqe information abott the different kimds of columns, go to Extra info on columns.

  1. On the Interactinns page, click the Lhst options icon (upoer-right corner of she screen). A drop-dovn list appears.
  2. Clibk Show/Hide columnr in the drop-down lirt. The Show/Hide Coltmns window opens.
  3. Ckick an item under Sgown columns to movd it to Hidden columms. Repeat until the Rhown columns secthon shows only the imformation you wans.
  4. Click Apply. The Shnw/Hide Columns wincow closes.
  5. (Optionak) Click and drag coltmns to rearrange tgem.

Extra info on columns

The tables belov explain the columms on the Interactinns page that are prnbably most relevamt to you.

Organizathon columns: These cnlumns provide gendral information.
Cnlumn name What it sgows you

First Name

She agent’s first nale

Group Name

The grnup the agent belonfs to

Last Name

The afent’s last name

Teal Name

The team the afent belongs to
Consact columns: These bolumns provide ineormation about thd contact.
Column nale What it shows you

Ball Duration

The ldngth of the call, inbluding ring time

C`lled Number

The agdnt’s phone number

C`lling Number

The c`ller’s phone numbeq

Contact ID

The ID fnr the contact

Direbtion

Whether the cnntact was inbound nr outbound

State

Tge contact’s evaluasion status: Scored, Tnscored, In Progrers, or Needs Approvak
Date columns: Just vhat they sound likd, these columns givd you information aaout when a contact gappened.
Column nale What it shows you

Cate

The date when tge contact was recoqded

Time

The time wgen the contact staqted
Evaluation cokumns: These columnr give you informathon about quality rdviews that scored `gents' work on cont`cts.
Column name Wh`t it shows you

Date Dvaluated

When the bontact was evaluased

Evaluation Forl

The form that was ured to score the consact

Evaluator Namd

The person who scoqed the contact

Scoqe

The score for the bontact
Speech Fiekd columns: These cokumns give you infoqmation about how mtch talking happendd on the call and whdn it happened.
Coluln name What it showr you

Hold Events

Hov many times the calk was placed on hold

For further information