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,

[willt2]

another problem with both new_call and Interaction is that they don't extend from the Task table making it difficult for it to show up under Service Desk > My Work / My Group Work where it would be seen by the fulfiller groups they are being routed to. Also since it's not an extension of the Task table, it doesn't show up in Virtual Task Boards (VTB)s.

I don't see much benefit moving from CALL to IMS right now. Hope ServiceNow has some good plans for its future. 

[The SN Nerd]

Service Desk Call is only available by request (and subscription) in Orlando onwards.

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-desk/concept/c...

Looks like the direction is to move to Interaction and Agent Workspace for new implementations.

[Jon72]

We heavily updated New Call about a year ago when implementing to fill in the gaps both in its OOB state and from not being extended from Task. To see that they are deprecating it and still didn't extend Interaction from task was a blow.

There didn't appear to be any sessions in K20 about Interaction.

Specifically, we wanted to have SLAs on Interaction so we can see how quickly we are responding to new contacts, but that isn't available if you don't extend from task. I mean, measuring your service level on first interaction with a customer is the most basic thing, and they don't appear to have this on Interaction. Does anyone have the same problem? What is everyone doing with Interaction to make it work for you?

[The SN Nerd]

We are know finding ourselves needing to add the same customisations we made to New Call back into Interaction.

I usually handle response SLA's by creating a retroactive start SLA on the transferred record that looks at the opened time, which we copy from the transferred record's created time.