Interactions search

Date range

The time period to analyze.

Choose from preset ranges (Today, Yesterday, Last 7 days, etc.) or specify a custom date range.

Yesterday

Media manager

The origin application of the interaction:

• VCC (Vonage Contact Center).

• VBC (Vonage Business Cloud).

• Salesforce.

All

Media type

The communication method used:

• Phone.

• Phone Callback.

• Email.

• Chat.

• External Work, etc.

Available options depend on your account configuration.

All

Initial direction

The direction when the interaction started:

• Inbound: Initiated by an external party (customer).

• Outbound: Initiated by an agent to an external party.

• Internal: Initiated by an agent to another agent.

All

Service name

The interaction plan's service name, used to differentiate or group plans for reporting.

Value is null for interaction plans created in Interaction Plans Manager.

All

Connect from

The address of the party that initiated the interaction (source):

• Inbound: Customer's phone number or email.

• Outbound: Agent's callback number.

• Internal: Agent's name.

All

Connect to

The address of the party being contacted (target):

• Inbound: The number/address the customer used to contact VCC.

• Outbound: Customer's phone number or email.

• Internal: Name of the agent being contacted.

All

Has UC data

Filters interactions with or without associated VBC call data:

• Yes: Show only interactions involving VBC transfers/conferences.

• No: Show only VCC-only interactions.

For more information, see Linking VBC and VCC report data.

All

Interaction ID

Unique identifier for the interaction.

Click More Actions (⋮) at the end of a specific Interaction Id to view a menu with available options:

• To display the Interaction Details dashboards for an interaction, click Interaction Details.

• To open the call recording of an interaction, click Call recording. If there is no call recording for this interaction or you do not have permission to view call recordings, a suitable message will be displayed in another tab.

UUID

Start time

The exact date and time when the interaction started.

YYYY-MM-DD hh:mm:ss

Media manager

The origin application: VCC, VBC, or Salesforce.

Text

Media type

The communication method: Phone, Email, Chat, etc.

Text

Initial direction

The direction when started: Inbound, Outbound, or Internal.

Text

Service name

The interaction plan's service name.

Null for plans created in Interaction Plans Manager.

Text

Connect from

The address of the party that initiated the interaction (source).

Phone number, email, or name

Connect to

The address of the party being contacted (target).

Phone number, email, or name

Handle time

Total time agents spent working on the interaction, including Alerting, Connected, and Wrap states. If multiple agents handled the interaction, all agents' time is included.

hh:mm:ss

UC data (View details URL)

Clickable link to view associated VBC call record(s) in the VBC Admin Portal. Appears only for interactions involving VBC transfers, conferences, or escalations. Blank for VCC-only interactions.

Limitations:

• Voice/phone interactions only.

• Reporting links are generated when VBC routes calls to VCC, but not when VCC agents dial VBC phone numbers directly. For more information, see Linking VCC and VBC report data.

For more information, see Linking VBC and VCC report data.

Clickable link