Interaction Record / Record Details

There are a few different ways to view the details of specific interactions within the Sharpen platform: 

• Within Sharpen Q, you can click on an interaction within the My History tab of the Activity Side Panel to open the Record Detail.

• Within the Interaction Window, you can click on an interaction in the Customer Information (customer history) section to open its Record Detail.

• You can always search Insights for specific interactions (search by Customer Name, Queue Call Manager ID if you know it, etc.), or you can set criteria to find certain interaction type(s).

Record Details: Contents

Generally, an interaction record contains four types of information: basic customer and interaction-specific data, recording and transcription, call notes, and interaction/segment data.

Here's a closer look at each section:

Basic customer and interaction-specific information

This section includes details about the interaction (the queue it came into, interaction type, dispositioning information, Queue Call Manager ID, date and time); the agent (name, inbound name/number); and the customer (CID number, Caller Name). 

Open

Call Recording, Transcription

What you see here will depend on the interaction type. Shown above is a phone call—so you see the playable waveform, play controls, and transcription area. Other interaction types contain variants of recording/transcription (e.g., Voicemail playback, Messages history, Email history), as applicable

Open

Call Notes

The Call Notes tab contains any interaction notes that have been left, regardless of interaction type.

Interaction Details and Segments

This last section shows granular data regarding the interaction details as well as the individual interaction segments that make up the interaction.

Here's what these components look like together within a single Record Detail: