View interaction details in Source-to-Pay Workspace

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 procurement case or can assign a task, which needs a procurement specialist involvement for investigation.

Before you begin

Role required: Procurement specialist, agent

Procedure

1. Navigate to All > Procurement Case Management.
2. Select the List icon () and select Interactions >All.
3. View interactions in the desired category to associate a record with a procurement case or a task.

• Assigned to me- Interactions assigned to a user
• 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 virtual agent assigned to the interaction record
   Transcript	Text record of the conversation between an agent and the customer

5. Optional: View the procurement cases assigned to an interaction record by accessing the Related tasks tab.
6. Optional: View information about the assigned virtual agent, attachments added to the interaction, and templates for use in the contextual side panel.