Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Use interactions to route to queues for assignment or assign them to agents directly. Associate related records with an interaction to track additional work being done as a result of the interaction.

New call module is used to track incoming request which is usually used by service desk Agents. You can transfer new call to either request, incident, change request based on new call details.

Regards,

Sachin