New Call vs. Interaction Management

[Jen11]

Could someone tell me what the difference between New Call record and Interaction Management is?  I was unable to find anything online.

Thanks,

[sachin_namjoshi]

we are running new call and interaction on Madrid instance.

New call functionality will be available on future releases also.

Interaction record is used by walk up experience and agent work space portal OOB.

You can still configure new call record and lists in agent work space.

Regards,

Sachin

[sandrat]

Thank you so much!

[Carl Fransen1]

Hi Sandrat,

I received no real future or commitment to what is happening in the future.  The only thing I received was that the Interaction functionality was added to the Agent Workspace as part of a 'strategic decision' (direction).  

There was no confirmation on the future direction around Interaction vs Call or Agent Workspace vs Fulfiller interface.

It would be good to get some clarification from ServiceNow so I will keep pushing at my end, it would be great if more customers raised this with them to help highlight this.

Seeing @Paul Morris  multiple replies around Interaction not being extended form task and the issues this brings also does highlight some gaps.

We are planning to extend the Interaction functionality on the Fulfiller interface - we haven't received guidance form ServiceNow, but need to determine the best way forward that won't cause future issues when ServiceNow extend the functionality.

It's hard to recommend continuing to use the Call Module when it's deprecated for new instances and only existing customers will have access to this.

Anyone else suffering with this same issue/guidance from ServiceNow...?

[Stefan K_]

As far as I understand it, there is no difference. New call is the old and interaction is the new. Both represent the first contact with a service desk when we do not still know if user has a general question, incident, request or something else.

Very likely underlying reason to introduce interaction is technical: build new functionality around it where the old "New call" architecture doesn't "bend" well without a a risk of breaking it.

[The SN Nerd]

One major difference between Interaction and Service Desk Call is that Interaction just doesn't seem to work via the fulfiller UI. It is missing options that are available in the Agent Workspace and would need to be customized to bring it up to scratch. Needing to do this just to bring it up with a "deprecated" existing application just doesn't make sense to me. 

TLDR If you are using Interactions, you really need to use Agent Workspace - which opens up another can of worms.

I would love to see some guidance here from the vendor.