Customize the columns on the Interactions page

The Interactions page gives you a ton of information about each contact, but you probably don’t need it all. Show, hide, or rearrange some of the columns so that you don’t have to scroll sideways through this page.

For more information about the different kinds of columns, go to Extra info on columns.

  1. On the Interactions page, click the List options icon (upper-right corner of the screen). A drop-down list appears.
  2. Click Show/Hide columns in the drop-down list. The Show/Hide Columns window opens.
  3. Click an item under Shown columns to move it to Hidden columns. Repeat until the Shown columns section shows only the information you want.
  4. Click Apply. The Show/Hide Columns window closes.
  5. (Optional) Click and drag columns to rearrange them.

Extra info on columns

The tables below explain the columns on the Interactions page that are probably most relevant to you.

Organization columns: These columns provide general information.
Column name What it shows you

First Name

The agent’s first name

Group Name

The group the agent belongs to

Last Name

The agent’s last name

Team Name

The team the agent belongs to
Contact columns: These columns provide information about the contact.
Column name What it shows you

Call Duration

The length of the call, including ring time

Called Number

The agent’s phone number

Calling Number

The caller’s phone number

Contact ID

The ID for the contact

Direction

Whether the contact was inbound or outbound

State

The contact’s evaluation status: Scored, Unscored, In Progress, or Needs Approval
Date columns: Just what they sound like, these columns give you information about when a contact happened.
Column name What it shows you

Date

The date when the contact was recorded

Time

The time when the contact started
Evaluation columns: These columns give you information about quality reviews that scored agents' work on contacts.
Column name What it shows you

Date Evaluated

When the contact was evaluated

Evaluation Form

The form that was used to score the contact

Evaluator Name

The person who scored the contact

Score

The score for the contact
Speech Field columns: These columns give you information about how much talking happened on the call and when it happened.
Column name What it shows you

Hold Events

How many times the call was placed on hold

For further information