What is Interactions

[Mallika Bhupath]

Hi all,

I have a question regarding how interactions management works. We are currently using call record for our Service Desk. I want to understand what the significant difference would be. 

Thanks,
Mallika 

[Dr Atul G- LNG]

Hi @KatrinK 

Technically yes, it’s possible—but it requires a strong search configuration and clear relationships to identify the right data.

However, practically speaking, there should be two separate surveys, since the user interacts with two different teams and two different instances

[KatrinK]

Thank you for your response. Ideally I'd like to keep both streams, feedback to interaction and feedback to the request. Sometimes it is hard to separate them. If an interaction creates a request for a follow up request and the request is resolved within an hour, a user will receive two surveys almost simultanously....Are there a clear handover when an interaction finishes and when follow up request is created? Or are there any categories that are used for interactions that do not overlap with a request? How is an interaction measured and classified? Thank you once again