Interaction records in Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Interaction Records in Workspace

    Interaction records allow agents to create or reference customer information during conversations, determining whether the interaction is an incident, case, or request. These records capture requests made through various communication channels, including chat, phone calls, or walk-ups, and can be routed to queues or assigned to agents directly.

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    Key Features

    • Interaction Forms: Includes a Details tab for information, Related Tasks for associated tasks, and User's Interactions tab for all interactions related to specific users.
    • Interaction Attributes: Each record has a unique number, type of communication channel, and state reflecting its current status (e.g., New, Work in Progress, Closed).
    • Duration and Wait Time: Tracks the time agents spend on interactions and the response time to customers.
    • Short Description: A brief summary of the interaction; must be populated before closing or archiving the record.
    • Channel User Profiles: Automatically associates or creates user profiles for messaging interactions based on identifiers like phone numbers.

    Key Outcomes

    By utilizing interaction records, ServiceNow customers can efficiently manage customer requests, track communication history, and streamline the assignment of tasks. This ensures that customer inquiries are handled promptly and accurately, enhancing overall service delivery.

    Using an interaction record, agents can create or reference customer information from a customer contact. Agents can then decide if the conversation is an incident, case, or request.

    An interaction represents a request for assistance made through a chat, phone call, or walk-up. Interactions can be routed to queues for assignment or assigned to agents directly. Support agents can create cases, requests, or incidents from the interaction. Interactions can also be used to capture one-and-done type requests where an agent might not want to create associated tasks.
    Interaction form in Agent Workspace
    Feature Description
    Details, Related Tasks, User's Interactions forms Details tab that shows detailed information from the interaction record. Related Tasks show tasks related to the interaction in the form pane, for example, a new incident. User's Interactions tab shows all interactions related to specific users.
    Number Number is associated to each customer interaction.
    Type Logs the type of channel communication, such as chat, phone, walk-up, or messaging.
    Note:
    Phone is an available type of channel communication when the OpenFrame plugin (com.sn_openframe) is activated.
    State State of the interaction record:
    • New
    • Work in Progress
    • Closed Complete
    • Closed Abandoned
    • On Hold
    State reason Reason for the current state of the interaction record:
    • Waiting on customer
    • Waiting internal
    • null
    This field appears only for messaging type interactions.
    Opened for Customer who initiates or receives the communication.
    Duration Tracks the amount of time an agent spends working on an interaction.
    Assigned to Agent the interaction record is assigned to.
    Wait time Time it takes to initially respond to the customer.
    Short Description Short description of the interaction.
    Note:
    The short description field is empty by default, but it cannot be empty when the record is closed, saved, or associated to a related task. Populate the short description and then close, save, or associate the record, or you cannot archive the record.
    While you are on an interaction, tasks that are viewed or created under the interaction are automatically logged on the Interaction Related tasks.

    Associating user profiles on messaging interactions

    When a requester sends a message, the system checks whether the identifier matches an existing channel user profile. Channel user profiles are used to track the identities of conversation participants using an identifier associated with the source of the message. For SMS messages, the identifier is the phone number from which the message was sent.
    If there is a matching channel user profile
    • A new interaction is started.
    • Or the message is associated with an ongoing interaction for the matching channel user profile.
    If there is no matching channel user profile
    • A new channel user profile is created.
    • A new interaction referencing the new channel user profile is created.
    • If the identifier matches a user, it populates the User document field of the channel user profile and the Opened for field of the interaction with a reference to that user.