The case report is customized from Reports > Customer Service > Case Analysis > Customize Summary. The interaction count which is named as Interaction field in the Open Case Analysis Report counts all messages that were sent out. These are messages that were sent to external recipients. Email replies sent to another employee are not counted. Below are items that are counted as interactions:
1. Email sent to external recipients – those with email Sent = Y and sent to the customer regardless if the sender is the assigned rep or not.
2. Calls with status of Completed and which have either the Company or the Contact on them.
3. Events with status of Completed and which have the Company as Attendee.
The Interaction count is the same for all the other reports found under Reports > Customer service.
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