You can see interactions' service names in Real-time Analytics dashboards in widgets displaying interaction details data. An interaction's service name can be configured to one of the following values:
- Destination name. The destination that the interaction arrived at. Service names containing destination names can be used when reporting on individual sales campaigns, for example. Multiple destinations used for sales campaigns may be mapped to the same interaction plan. Reporting on the individual destinations can show how effective those individual campaigns were.
- Interaction plan name. The interaction plan that the interaction was routed to. Interaction plan names can be used to report on individual personal interactions that were routed to agents by a shared interaction plan, for example. Reporting on the interaction plan name groups the interactions from multiple destinations together.
- Reporting group. The reporting group that the target interaction plan belongs to. Reporting groups can be used to group interactions to all interaction plans that handle support interactions, for example. Reporting on the reporting group groups interactions to multiple related interaction plans together.
How do I display service names in
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a dashboard?
To view service names, configure a list widget that displays interaction details.
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