Using the new Interaction Log service, you can document each interaction that takes place between a customer and an agent in the Engagement Center by creating an interaction log item. An interaction log item contains information such as:
- the customer and the agent that interacted with each other
- the date and time the interaction took place
- notes the agent took about the interaction
- links to related objects such as service tickets and sales orders
The interaction log is a collected history of these interaction items.
By keeping this history and making it available to your agents, you can improve the efficiency of your customer interactions because every agent will have an overview of the interactions that previously occurred with a particular customer.
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