View interaction record in Accounts Payable Operations

View the details of an interaction record to analyze interactions and take immediate actions. Viewing an interaction record provides a comprehensive view of the customer journey. You can link an interaction record to an existing invoice case, which needs an Accounts Payable Operations agent involvement for investigation.

Before you begin

Role required: Account Payable agent

Procedure

1. Navigate to All > Source-to-Pay Workspace.
2. Select the List icon () and select Interactions >All.
3. View interactions in the desired category to associate a record with an invoice case.

• Assigned to me- Interactions assigned to an agent
• Active- Interactions ready to be investigated
• All- All interactions

4. Select an interaction record to view its details.

   Table 1. Details form

   Field	Description
   Number	System-generated unique interaction number
   Type	Mode of interaction
   State	Status of the record
   Opened for	The virtual agent name
   Assigned to	The Account Payable agent assigned to the interaction record
   Transcript	Text record of the conversation between an agent and the supplier