Interaction Centre
Calls, chats and meetings with customers: the queues they wait in, who is available to take them, and what each one turned out to be about.
13 steps · 10 questions · 8 screens on this shelf
The screens on this shelf
Workspace
Interaction Desk
What is waiting, who is available, and what is happening right now. Click to call, take a call, and close it with what it was about.
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Records
Interactions
Every call, chat, meeting and message with a customer. The disposition is the field that makes a desk countable and the one most often left empty.
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Records
Queues
What customers wait in. The columns are the promises a desk makes: answer within this many seconds, offer a callback rather than hold past this.
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Records
Queue Staffing
Who staffs each queue and how good they are at it. The proficiency is what makes skill-based routing worth having: everybody can take a billing call, and three people should.
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Records
Who Is Available
Where each person is right now, and whether the platform agrees. They disagree constantly — somebody on a Teams call is on a call whether or not the desk knows — and the disagreement is shown rather than reconciled away.
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Records
Recordings
What was recorded, whether the caller was told, and when it must be destroyed. Most regimes cap how long a recording may be kept, and nobody deletes what has no date on it.
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Records
Dispositions
The reasons a call can be closed with. Configuration rather than free text, because a disposition somebody types is a disposition nobody can count.
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Records
Connected Channels
Teams, Zoom, Twilio, a contact centre, an email provider — what this company can actually reach a customer through, and what each one is capable of. Microsoft Teams calls, meetings and presence are set up here: register an app in Microsoft Entra, grant it the Graph application permissions Calls.Initiate.All, OnlineMeetings.ReadWrite.All, Presence.Read.All and CallRecords.Read.All with admin consent, enter its tenant id and client id below, save its client secret with "Set the credential", then press "Test it" — the test names anything still missing. TRANXACT starts the call or meeting and logs it; the conversation itself happens in Teams.
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