Use Interaction Records in Unified Agent Workspace for ServiceNow

When you handle an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in Unified Agent Workspace for ServiceNow, an Interaction record appears. It provides information about the interaction, including its ID number, assignee, and current state. It also provides information about the contact The person interacting with an agent, IVR, or bot in your contact center., such as their recent cases and past interactions. Three tabs appear:

Details: Shows general information about the interaction.
Customer Information: Displays information about the contact and their ServiceNow cases.
Customer History: Lists past interactions with the contact.
Related Tasks:

You can edit some fields in Interaction records. To save your changes, click More Actions Icon of three horizontal dots. > Save.

Details Tab

Field	Details
Number	The unique ID number for the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
State	The status of the interaction, such as Work in Progress or Closed Complete.
Type	The channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. of the interaction, such as Phone or Email.
Assigned to	The agent assigned the interaction.
Account	The Account record for the contact The person interacting with an agent, IVR, or bot in your contact center. associated with the interaction. To change it, click the magnifying glass and select an Account from the list. This field may not appear.
Contact	The Contact record for the contact The person interacting with an agent, IVR, or bot in your contact center. associated with the interaction. To change it, click the magnifying glass and select a Contact from the list. This field may not appear.
Consumer	The Consumer record for the contact The person interacting with an agent, IVR, or bot in your contact center. associated with the interaction. To change it, click the magnifying glass and select a Consumer from the list. If the contact's phone number appears in multiple Consumers, Unified Agent Workspace for ServiceNow displays the first one listed by default. The selected Consumer determines the data on the Customer Information and Customer History tabs.
Consumer Profile	A link to more information about the contact, contained in their Consumer record.
Verified	A checkbox that indicates if the contact is verified.
Short Description	The title of the interaction.

Customer Information Tab

This tab only displays data if a Consumer record is linked on the Details tab.

Field	Details
Consumer	Displays the basic information about the contact The person interacting with an agent, IVR, or bot in your contact center., such as their phone number and email address.
High-priority cases	Shows the number of escalated, P1, and SLA breached cases for the contact.
Cases overview	Displays basic information about cases for the contact, such as states and scheduling.
Recent cases	Shows the ID number, short description, and priority level of the contact's most recent cases.

Customer History Tab

This tab only displays data if a Consumer record is linked on the Details tab.

The Customer History tab displays a list of past interactions with the contact The person interacting with an agent, IVR, or bot in your contact center.. For each interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., it shows the channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., the agent, the Interaction record number, and how long ago it happened.