Video: Creating and Managing Interactions
Interactions can be used to track issues, complaints or additional information relating to specific appointments or more generally. This provides a separate location to store sensitive or additional information outside of the Booking itself.
Creating Interactions
An Interaction can be created in a number of ways
- Go to the ‘Manage’ menu and select ‘Create New’ from the Interactions section. Populate the form as required and Save. You will notice that there is a Documents tab where you can store any related attachments. There is also a Comments tab where you can add progress, actions to be taken etc. once the Interaction has been created and saved.
- You can also Create an Interaction directly from a Job, for example, from ‘Home’ > ‘Manage Jobs’, select the dropdown menu next to the relevant Job and select Create Interaction, a pop up window will appear with a partially populated Interaction form which you can update as appropriate and Save.
- An Interaction can be created from the interpreter Manage Contact page by clicking on the dropdown next to any interpreter and selecting Create Interaction.
- An Interaction can be created when an interpreter is Unassigned from a job by checking the Create Interaction checkbox on the Unassign popup window and adding further details to the Interaction.
- Finally, you can trigger automatic Interactions from specific Cancel Reasons. Go to ‘Admin’ > ‘Company’ > Cancel Reasons tab. When creating or editing a Cancellation Reason, you can enable the flag ‘Create Interaction’ (see Cancel, Unfulfilled & Deactivation Reasons for more details). This means that when a Job is Cancelled and the Cancel Reason chosen has ‘Create Interaction’ enabled, this will automatically create an Interaction which you can then track. For example, you may wish to create an Interaction for Jobs cancelled due to the Interpreter not showing up to the appointment.
Managing Interactions
You can Manage Interactions at any time by going to the ‘Manage’ menu and select ‘Manage Interactions’ from the Interactions section.
Use the dropdown menu next to any of the Interactions to View More, Edit or Close.
Information about the interaction can be modified when editing.
Interaction Details - Dropdown Selection Options
Category, Subcategory, Status and Outcome are all fixed lists and cannot be customized.
The Action Group dropdown list is customizable. From the Admin menu > Company menu > Action Groups tab, actions can be created using the Add Action Group option. Enable and then Save the new or edited item. These cannot be deleted but they can be disabled.
You can also Export Interactions by using the select all box at the top of the grid. You can also filter by any of the columns within the grid such as Interpreter. If you do filter the grid, make sure to select the ‘Export all interactions (with current filters applied)’ box prior to the Export.
If you require any additional information, please contact support@interpreterintelligence.com