In Dashboards, Insights Stats API, Advanced Reporting, and Analytics, you can report on interactions' service names.
Before Q4 '22, the service name contained the reporting group, a value given to a group of interaction plans. This was great for reporting on interactions routed through multiple related interaction plans, but not those arriving at VCC using different destinations or individual interaction plans.
You can now set up service name to contain different values which means you can report on interactions based on their:
- Destination name
- Interaction plan name
- Reporting group
The default value for the service name is the target interaction plan's reporting group. This applies to interaction plans and their destinations migrated from Interaction Plans Architect.
For information about setting the service name, see Using Interaction Plans Manager.