23.1.5. Digital Interaction Reporting

What is Interaction Reporting?

Interaction Reporting is reportable data that is pushed into Salesforce that focuses on providing insight into what has happened to your conversations over an interval period. For example, if you have an Interval period of 2 hours the data will provide a summary for each conversation of what activity has happened over a 2 hour period. This will focus on all the different Interactions that happen within a conversation, an interaction is primarily around a message being sent and then focusing on areas such as:

• Which User sent the message

• Which Number the Message was sent From

• Which Number the Message was sent To

• The Contact responded

Enabling Interaction Reporting

To enable the Reporting Scheduled Job in Salesforce, do the following:

1. Navigate to the Admin Home Tab

2. Locate the Scheduled job labelled “Interactions Reporting”

3. Press the Start Job button

4. You will now see a loading indicator and the Start Job button will change to Stop Job

Before

After

Interval Period

The Interval period determines the period in which the summary will be grouped by, this can be set to a minimum of 1 hour or a maximum of 48 hours.

The Interval period can be updated by doing the following:

1. Navigate to the Account Settings Tab

2. Click Edit at the top of the page

3. Update the value for Reporting Interval (Hours) to be between 1 to 48

4. Click Save

Fields and Descriptions