Interactions

The Interactions page lets you manage both Sharing and Voice interactions of Targeted users. Active recordings are shown in red. Once a recording has ended, and is successfully synchronized with the database, you can playback the recording using the Media player. The Interactions page of the Global Admin user displays interactions for all Targeted users of the M365 tenant. The Interactions page for a specific user displays interactions according to the configuration of the attached Access Profile of this user's AAD group. For example, if Adele Vance is attached to the Sales-US AAD group whose profile is configured with full access, then this user can also access interactions of all users of the M365 tenant. For each interaction, you can open the Media Player to view the Time line of the call and details. The details displayed under the Time line is determined by whether the columns are displayed on the page itself. When you hide columns in the page (see Customizing Columns), then the column data that is removed from page view is displayed under the Time line of the call. You can filter interactions according to specified search criteria and export data to an Excel file.

Sharing interactions includes the automatic recording of content sharing including the application window, browser tab or the entire desktop sharing from Microsoft Teams clients. Sharing recordings can be played back together with the Voice Recordings. Likewise both Voice and Sharing recordings can be simultaneously downloaded.

See also:

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Filtering Interactions and Active Calls Information

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Listening to Voice Interaction

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Viewing and Listening to Calls with Screen Sharing Calls

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Downloading an Audio Call

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Exporting Interaction to Excel

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Deleting Calls

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Assigning Tags to Interactions

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Adding Notes to Interactions

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Customizing Columns

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To manage interactions:

In the Icon pane, click

. The figure below displays the Interactions page for a Global admin user who manages all Targeted users in the tenant.

The figure below displays the Interactions page for user 'st_user5'.

The table below describes the parameters in this screen.

Parameter

Description

Opens Media player.

User name

M365 Tenant user name. For example, Alex Wilber. Hover over the name to display the UPN e.g. AlexW@M365x21689653.OnMicrosoft.com

Date field

Indicates the date and time when the call is started by the Calling party. In the format Mon Day, YYYY HH:MM:SS AM/PM. For example, Jun 20, 2024 19:24 PM.

Start time

Indicates the date and time when the call is started i.e., when targeted user either receives or makes the call. In the format HH:MM:SS AM/PM. See example in figure below.

Answer Time

Indicates the time when the call is answered by the Called party; when the Targeted user answers the incoming call and the Called party answers the call made by the Targeted user. In the format HH:MM:SS AM/PM. See example in figure below.

Release Time

Indicates the date and time when the call is released; when the Targeted user terminates the call or the other party in the call terminates. In the format HH:MM:SS AM/PM. See example in figure below.

Hold/Retrieve Time

Indicates the time when the call was placed on hold and when it was retrieved. The field includes a list of time offsets from the start of the call and the name of the action.

This value is not supported in this release.

On Behalf Of

Indicates the name of the party to whom the call is made on their behalf. For example, a sales representative places a call on behalf of the Brand Manager; Bill is Sales representative and Bob is the Brand Manager, when Bill makes a call on behalf of Bob, the recording associated with Bill should display 'On behalf of Bob'. When available, the party should include the user name (first and last name) and user UPN upon hover over.

Transferred By

Indicates the number or name of the party that transferred the call to another user. In the example below, Lynne Robbins transferred the call to Megan Bowen. The Transferred By party is Lynne Robbins.

Transferred To

Indicates the number or name of the party to whom the call is transferred. For example, when Bob is on call with Brian, and Bob transfers the call to Bill, the 'Transferred To' party is Bill. When available, the party should include user name (first and last name) and user UPN upon hover over.

Call Wait Time

Indicates the Wait time until the call is answered by the Called party.

Duration

Duration of the recording (this value increments on-the-fly when a recording is active, see Managing Active Calls). It measures from the time the call is answered until the time it is released. In format HH:MM:SS. Value of zero indicates Unanswered calls.

Direction

Indicates if the call is 'Incoming' or 'Outgoing'.

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Incoming: The associated targeted user receives the call.

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Outgoing: The associated targeted user makes the call.

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None: Conference call.

Called Party

Indicates the number or name of the party who receives the call. It may be the Targeted user for whom the call is recorded where the Targeted user receives the call. When available Called party should include user name (first and last name) and user UPN when hovered over.

The called party and answered party might not be the same if the call is answered on behalf of another user. For example, a secretary answers a call on behalf of their manager; Bob calls Brad; however, Bill answers the call. In this case, the answered part is Bill.

Participants

The name of the participants in the call (the Caller party is displayed with link to the names of the other participants).

Calling Party

Indicates the number or name of the party placing the call. It may be the Targeted user for whom the call is recorded where the Targeted user makes the call. When available Calling party should include user name (first and last name) and user UPN when hovered over.

Answering Party

The name of the party who answers the call. For transferred calls, party is displayed as 'Conference'.

Release Cause

Indicates the reason why a call is disconnected. One of the following values:

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Normal – the call was answered and then released.

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Failure – the call or recording was stopped due to an error.

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Missed – the Targeted user didn’t answer an incoming call.

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Abandoned – the Targeted user made an outgoing call and hanged up before the call was answered

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Transferred – the call was transferred to another call.

Recording Type

One of the following values:

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Full Time

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Record On Demand

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Save On Demand

Call Type

Indicates the type of the call. One of the following values:

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Internal Meeting

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External Meeting

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Internal Meeting with External Participants

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Externalp2p

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PSTN p2p

Icon	Status	Description
	Available	The interaction is available for playback.
	Pending	The interaction is pending database synchronization.
	Recording	The Interaction is currently being recorded.
	Failed	The recording failed.
	Unavailable	The recording is unavailable.
	Deleted	The recording has been deleted.