Interactions
The Interactions screen provides a unified view of all contact center interactions — voice calls, chats, SMS, and WhatsApp messages — for the current tenant. It serves as the primary tool for reviewing historical interaction data and understanding customer and agent activity.
Accessing Interactions
Navigate to Reports > CC Interactions. The screen is available to administrators with the cdr or interactions permission, including the Contact Center Admin and Contact Center Supervisor roles.
Filtering
The filter bar at the top of the screen allows you to narrow results by:
| Filter | Type | Description |
|---|---|---|
| Agent | Text | Filter by agent name (substring match) |
| Queue | Dropdown | Select a specific queue, or “All Queues”. CC Supervisors see only their assigned queues |
| Channel | Dropdown | All, Chat, Voice, SMS, or WhatsApp |
| DID | Text | Filter by the DID (phone number) associated with the interaction |
| Disposition | Dropdown | Filter by disposition code assigned at the end of the interaction |
Date Range
Below the filter bar, use the period shortcuts (Today, Yesterday, Last 7 days, etc.) or set a custom date range using the From Date and To Date fields.
Grid Columns
| Column | Description |
|---|---|
| Created | When the interaction started |
| Closed | When the interaction ended |
| Channel | Communication channel (chat, voice, sms, whatsapp) |
| Queue | Queue that handled the interaction |
| Agent | Agent who handled the interaction |
| Client | CRM contact name when crm_contact_id is set; otherwise the caller number (phone_number) or DID when those are present |
| DID | Inbound phone number |
| Disposition | Disposition code assigned by the agent |
| Duration | Conversation duration |
| ACW | After Contact Work duration |
| Status | Interaction status (New, Active, Closed, ACW) |
| C | Badge to view the client’s full interaction history |
| A | Badge to view the agent’s full interaction history |
Interaction History
Clicking the C badge (teal) on a row opens a window showing all interactions for that client across all channels and time periods. Clicking the A badge (indigo) shows all interactions handled by that agent.
The history window displays:
| Column | Description |
|---|---|
| Source | Whether the record is from active or closed interactions |
| Created / Closed | Timestamps |
| Channel, Queue, Agent, DID, Disposition | Same as the main grid |
| Duration | Conversation duration |
| Status | Interaction status |
| Content | For text channels (chat, WhatsApp, SMS): first 80 characters of the message body |
| Play | For voice interactions: link to play the call recording (if available) |
| Transcription | For voice interactions: link to view the recording transcription (if available) |
Interaction Data
Interaction records are stored in the pbxlogs database in two tables:
- active_interactions — interactions currently in progress
- closed_interactions — completed interactions with full metadata
The shipped CDR schema stores CRM linkage on closed_interactions.crm_contact_id (Mini CRM crm_contacts). Some older or alternate schemas document a legacy client FK; typical installs use CRM contact id plus phone_number / did on the interaction row. The grid resolves the Client column from CRM when linked, and falls back to phone or DID for display when not.
Admin Roles
Two contact center admin roles control access to interactions. See Administrators for full details on creating these roles.
| Role | Scope | Description |
|---|---|---|
| Contact Center Admin | All queues | Full access to all contact center features for the assigned tenant, including all queues, agents, interactions, CDR, and reports |
| Contact Center Supervisor | Assigned queues only | Same feature access, but data is filtered to only the queues assigned to the supervisor |
Queue Assignment for Supervisors
When creating or editing a Contact Center Supervisor, first select the Tenant, then use the Assigned Queues list to specify which queues the supervisor can access. The supervisor will only see interactions, queue filter options, and reports for their assigned queues.
Related
- Queues — queue configuration
- Agents — agent management
- Codes & Sets — disposition codes configuration
- Policies — ACW and disposition policies
- Live Monitor — real-time monitoring