Interaction Tabs and Properties

The total time spent (in minutes) on the interaction, starting from the time it was created till the time the most recent action was performed on the interaction record.

The total time spent (in minutes) on the interaction since its state was changed to Open.

The value for this field is set to zero when the interaction is resolved or closed.

The date when the interaction state was last set to Open.

This field is used to determine time-based prioritization of the interaction records. Desktop Client users can configure the priority of an interaction to be automatically set to High if the contact has been waiting for a resolution for longer than a specified duration.

Indicates the state of the interaction. This value can be Open, Pending, Resolved, Closed or Expired. By default, the state of an interaction is Open.

The state of an interaction can also be automatically updated when the required options are specified in Business Administrator. For example, the Business Administrator user can specify that interactions on which no operations have been performed in the last 30 days, must expire automatically. The state for such interactions is set to Expired after 30 days.

A unique identifier for the interaction record.

The time, in hours, since the interaction state was last set to Open. If the interaction state is not set to Open, the value of this field is 0.

If the interaction state is changed from Resolved or Closed state and set to Open, the value of this field is reset to 0.

Indicates whether the interaction has been submitted to a Specialist for consultation. If the interaction is sent to a specialist, the value for this field is Sent to Specialist. Otherwise, it is None.

When the interaction state is changed to Resolved, the value of this field changes to Was Escalated.

Indicates whether the interaction was sent for review.

If the interaction is sent for review, the value of this field is Under Review. If the user that sent the interaction for review recalled it, the value is set to Inactive. When the reviewer sends a reply to the user, the value is set to Reviewed.

The medium through which the original message in the interaction was created. Messages in an interaction can be created through predefined media, such as Email, Chat, Phone, Fax, VoIP, Letter, In Person, Web Form, or Portal. Messages can also be created through custom media, if custom media have been created in Business Administrator.

Note:

The value of this field is set to No Medium if the interaction is created by selecting text in the Preview pane of an interaction that is selected in the Table View.

The priority of the Interaction may be Normal or High, depending on the priority of the Contact, and the age of the Interaction in the system. Priority based on the age of the Interaction is automatically updated according to the options set in Business Administrator.

You can also change the priority of an Interaction to High by clicking in the Interaction Action Bar.

The value for this field is set, if a response to the interaction is saved, or the reply is not yet dispatched from CampusNexus CRM. The value can be any of the following:

•   None: Indicating that there is no response.

•   Reply in Progress: Indicating that the response has been saved.

•   Reply in Outbox: Indicating that the response is not yet dispatched.

The date when the last message in the interaction was received from the contact.

The date and time when the interaction record was created.

The date when the interaction was most recently set to the Resolved state. This date continues to be displayed even if the state of the interaction is changed to the Open state.

A new date is displayed for this field, when the state of the interaction is changed from Open to Resolved.

The number of messages in the interaction.

The date and time when the most recent operation was performed on the interaction.

For example, if the Interaction was assigned to you today, this Property displays the current date.

The date and time when an operation was performed on the Sub Interaction(s) associated with the Interaction.

The ID of the Contact associated with the Interaction.

The Team with which the interaction is associated.

The display name of the contact associated with the interaction. The contact is set automatically when an interaction is created through an incoming email message received from an existing contact.

You can also set the contact value manually.

The subject of the interaction. This is a free-text field. The Subject field is mandatory, only if your Business Administrator has configured Subject as a mandatory Property.

Maximum number of characters: 255.

The user for whom the interaction is reserved. Reserving of interactions is based on the following options defined in Business Administrator:

•   User Reservation Rule

•   Load Balance in Team

•   Round Robin Reservation

For more information, your administrator must see Business Administrator Help.

The name of the user who is reviewing the interaction.

Note:

Interactions can be sent for review only from Desktop Client.

The user that is assigned to the interaction. You can assign your interactions to other users in your Team.

By default, this field value is set to None for new interactions.

The language of the last message in the interaction. By default, English is set as the language for interactions. You can modify this value.

You can only view the Sub Interaction details that are created by users in Desktop Client.

The Sub Interaction Type field indicates whether a Sub-Interaction is Dependent or Independent.

A Dependent Sub-Interaction is one that must be resolved before you can resolve its parent interaction.

Independent Sub-Interactions are those that can remain Open or Pending even after the corresponding parent interactions are Resolved.

For more information, see Desktop Client Help.

For Sub-Interactions, this field displays the parent Interaction ID. This field displays a value only if the current interaction is a Sub-Interaction.

A parent interaction can have multiple Sub-Interactions associated with it.

The No. of Sub Interactions field displays the number of sub-interactions associated with the parent interaction. This field has a value greater than 0 only if the current interaction is a parent interaction.

Object Links (Group)

This is the group of fields that provides information about objects associated with the interaction.