Interaction data in the insights panel in Agent Workspace

Interaction metadata in the insights panel in Agent Workspace shows data about an agent’s current interaction. For information about accessing Interaction metadata, see Using the insights panel in Agent Workspace. In Interaction metadata, the agent can see the following information:

Interaction ID
A unique identifier assigned to the interaction. The agent can copy the interaction's ID to their clipboard.
Alerted at
The date and time the interaction arrived in Agent Workspace.
Initial direction
The direction of the interaction when it started, relative to VCC. Initial direction can be either inbound, outbound, or internal.
Presented number (outbound calls only)
The number that Agent Workspace presented to the contact when you — or the initiating agent if not you — made the call.
From address (inbound calls or chats only)
The address of the participant who initiated the interaction.
To address
The address of the participant initially contacted within the interaction. For an inbound call, the to address is the contact center's phone number. For an outbound call, the to address is the phone number of the external contact dialed.
Conversation ID
A unique identifier assigned to the conversation within VCC. A conversation groups associated interactions of the same or different media channels.
Media channel
The specific method of communication used for the interaction along with its icon. For example, Phone
, Webchat
, or SMS
.