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The Interactions Table

The Interactions Table provides a structured overview of all interactions made to and from your organization.

It provides a detailed list of all interactions. It shows channel type, direction, from and to details, a timestamp, its result, its legs information, and more.

Accessing the Interactions Table​

  1. Navigate to the Interactions Module

    • Open your Cloverhound Cloud dashboard.
    • Click on Interactions in the navigation menu.

  2. Locate the Interactions Table

    • The table will be displayed prominently in the module.
    • You will see a list of the interactions within the specified date range.

  3. Understanding the Table Columns The Interactions Table includes the following details:

    • Recording - A built-in audio player that can play the audio recording of the interaction, if available
    • Channel - The channel of the contact that made the interaction. The allowed channel values are Voice, Chat or SMS, Email, and Social.
    • Direction - Whether the interaction was Inbound or Outbound.
    • From - The phone number or email of the sender
    • To - The phone number or email of the recipient
    • Started At - When the interaction occurred
    • Ended At - When the interaction finished
    • Duration - How long the interaction lasted
    • Result - The result of the interaction (Normal, Short Call, Self Service, Abandoned, etc.)

  4. Sort the Table:

    • Click on any column header to sort the table by that column
    • Click again to reverse the sort order
    • A small arrow will indicate the current sort direction

  5. Navigate Multiple Pages:

    • Use the pagination controls at the bottom of the table to move between pages
    • Select how many items to display per page using the dropdown menu

    Interactions Table Pagination

Filtering the Interactions Table​

The Interactions Table supports the following filter options:

  • Phone Number — match a value with is, contains, not contains, starts with, or ends with, against the From, To, or Both sides of the interaction.
  • Direction — Inbound or Outbound.
  • Channel — Voice, Chat or SMS, Email, or Social.
  • Result — Normal, Short Call, Self Service, Abandoned, etc.
  • Recordings — toggle to show only interactions with or without recordings.

For how filter conditions, comboboxes, multi-filter combinations, and the Apply / Trash icon controls work, see Configuring a Filter on the Calls Table page — the same UI patterns apply.

Saving Filters​

Filter presets are scoped per user and per table. To save, load, or delete an Interactions Table preset, see Saving Filters.

By utilizing the Interactions Table, you can efficiently manage and analyze your organization's interaction data, ensuring quick access to the information you need to enhance communication and decision-making.