Anyone have an insights they can share on how their enterprise operations uses interactions or a custom contact/call log to handle all interactions (calls, chats, walk-ups, phone, etc). My company requires our agents to create a ticket for every call, but this has proven to junk in our reporting. That's because agents create cases for any type of issue reported, even those that don't require an agent to do any work, such as wrong number/department or follow up requests on existing tickets. I think using interaction would meet that requirement, but improve our reporting metrics. Plus we're also getting ready to integrate with Five9 so an interaction or case can be auto generate, so i believe interaction is the better way to go overall. Any insights will be appreciated here.
