Interaction Tabs and Properties

The Interaction Object comprises the following tabs:

• Properties Tab

• Categories Tab

• Contact tab

• History Tab

• Sub Interactions Tab

• Chat Tab

• Personal Tab

Properties Tab

The Properties tab contains system Properties. It also contains custom Properties created for the Interaction Object. Values for these Properties are set in Desktop Client.

Property (* indicates that the Property is mandatory # - indicates that the Property is available when Higher Education Foundation is installed.)	Description	Value Updated by System/User	Property Can be
	Description	Value Updated by System/User	Edited	Deleted
Total time spent	The total time spent on the Interaction (in minutes) from the time it was created to the time the most recent action was performed on the Interaction, across all Users who worked on the Interaction.			No
Minutes spent since state set to open	Across Users, the time spent on the Interaction (in minutes) since its state changed to Open. The value for this Property is set to zero when the Interaction is resolved or closed.			No
Last opened	The date on which the Interaction state was last set to Open. This Property is used to determine when time-based prioritization occurs. You can configure the system to set the Priority of an Interaction to High if the Contact has been waiting for a resolution longer than a specific duration.			No
Interaction state	Indicates the state of the Interaction. This value can be Open, Pending, Resolved, Closed or Expired. By default, the state of an Interaction is Open. You can change the state. The state of an Interaction can also be automatically updated when the required options are specified in Business Administrator. For example, you can specify that Interactions on which no operations have been performed must expire automatically after 30 days. The state for such Interactions is set to Expired after 30 days.		No	No
Interaction ID	A unique identifier for the Interaction.		No	No
Interaction Age Time	The time, in hours, since the Interaction state was most recently set to Open. If the Interaction state is not set to Open, the value of this Property is 0. When the Interaction state is set to Open after it has been in the Resolved or Closed state, the value of this Property is reset to 0.			No
Consult State	Indicates whether the Interaction has been submitted to a Specialist for consultation. If the Interaction is sent to a specialist, the value for this Property is Sent to Specialist. Otherwise, it is None. When the Interaction state is changed to Resolved, the value for this Property changes to Was Escalated.		No	No
Review State	Indicates whether the Interaction was sent for review. If the Interaction is sent for review, the value for this Property is Under Review. If the User who sent the Interaction for review recalled it, the value is Inactive. When the reviewer sends a reply to the User, the value is Reviewed.		No	No
Interaction created through Media	The Medium through which the original Message in the Interaction was created. Messages in an Interaction can be created through predefined Media, namely, E-mail, Chat, Phone, SMS, Fax, VoIP, Letter, In Person or Web Form. Messages can also be created through custom Media, if custom Media have been created through Business Administrator. Note The value of this Property is set to No Medium if the Interaction is created by selecting text in the Preview pane of an Interaction selected in the Table View.		No	No
Interaction Priority	The priority of the Interaction may be Normal or High, depending on the priority of the Contact and the age of the Interaction in the system. Priority based on the age of the Interaction is automatically updated by the system according to the options set in Business Administrator. You can also change the priority of an Interaction to High by selecting the Set Priority, Force High Priority option from the Interaction menu.	z	No	No
Reply state	The value for this Property is set if a response to the Interaction is either saved in the system or queued in the Outbox. The value can be: None: Indicating that there is no response. Reply in progress: Indicating that the response has been saved. Reply in outbox: Indicating that the response is currently in the Outbox.		No	No
Last Contact Message	The date on which the last Message in the Interaction was received from the Contact.		No	No
Created	The date on which the Interaction was created.		No	No
Last Resolved At	The date when the Interaction was most recently set to the Resolved state. This date continues to be displayed even if the state of the Interaction is changed to the Open state. A new date is displayed for this Property if the state of the Interaction is subsequently changed from Open to Resolved, again.		No	No
No. of Messages	The number of Messages in the Interaction.		No	No
Date last updated	The date and time when the most recent operation was performed on the Interaction. For example, if the Interaction was assigned to you today, this Property displays the current date and time.		No	No
Interaction Thread Last Updated	The date and time when any operation was performed on the Sub Interactions associated with the Interaction.		No	No
Contact ID	The ID of the Contact associated with the Interaction.		No	No
Team	The Team to which the Interaction belongs.		No	No
Contact *	The display name of the Contact associated with the Interaction. You can set the Contact for Interactions that you create. The Contact is automatically set when an Interaction is created through an incoming email message received from a Contact existing in the Main database.		No	No
Subject *	The subject of the Interaction. This is a free-text field. The Subject field is mandatory if Subject is configured as a Mandatory Property. Maximum number of characters: 255.			No
Reserved for	The User for whom the Interaction is reserved, based on the following reservation options defined in Business Administrator: • User Reservation Rule • Load Balance in Team • Round Robin Reservation • Custom Reservation		No	No
Reviewer	The name of the User who is reviewing the Interaction, if the Interaction has been sent for Review.		No	No
Assigned to	The User to whom the Interaction is assigned. Interactions that you own can be assigned to other Users in your Team. By default, new Interactions are assigned to ‘None’.		No	No
Language	Language of the last Message in the Interaction. By default, English is set as the language for Interactions. You can modify this value.		No	No
Sub Interaction Type	Indicates whether a Sub Interaction is Dependent or Independent. A Dependent Sub Interaction is one that must be resolved before you can resolve its parent Interaction. Independent Sub Interactions are those that can remain Open or Pending even if their parent Interaction has been Resolved.		No	No
Parent Interaction ID	The ID of the Parent Interaction for this Sub Interaction. This Property displays a value only if the current Interaction is a Sub Interaction.		No	No
No. of Sub Interactions	The number of Sub Interactions associated with the Interaction. This Property has a value greater than 0 only if the current Interaction is a Parent Interaction.		No	No
Target ID	The ID of the Target who responds to a Campaign.		No	No
Object Links (Group) This is the group of Properties that provides information about Objects associated with the Interaction.
Campaign	Interactions can be linked to Campaigns. If the Interaction is linked to a Campaign, the relevant Campaign name is displayed. Typically, an Interaction is linked to a Campaign when a Target responds to a Mailer. CampusNexus CRM threads the response as an Interaction and links it to the Campaign.		No	No
Opportunity	The Opportunity to which the Interaction is linked. An Interaction may be automatically linked to an Opportunity when the Create Opportunity action follows the On Response to Mailer event in a Campaign.		No	No
Order	The Order to which the Interaction is linked.		No	No
Regarding Activity #	The Activity of the Interaction.			No
Regarding Lead #	The link to the Lead related to the Interaction.			No
Regarding Enrollment #	The link to the Enrollment related to the Interaction.			No
Due Date	The Date on which the Interaction is scheduled to be completed.			No

Categories Tab

This tab displays the Categories created for the Interaction Object. From this tab, you can categorize the Interaction by selecting one or more Categories.

Contact tab

For the Contact associated with the Interaction, this tab displays the Properties and their values as specified in the Preferred Properties pane of the Contact window. In the Contact window, if you drag any Properties from the Properties tab to the Preferred Properties pane, those Properties will be reflected in the Contact tab of the Interaction window. For information about the Properties displayed in this tab, see Contact Tabs and Properties.

History Tab

This tab displays the actions performed on the Interaction. For example, if the state of an Interaction was changed to Open, this action is recorded as an event in the history of the Interaction.

Note

When CampusNexus CRM is installed afresh, audit is disabled for all events and Properties. Hence, audit records will not be displayed in the History tab.

Sub Interactions Tab

This tab lists all Sub Interactions associated with the Interaction. You can click the Interaction ID link or double-click the item to view details of the Sub Interaction. The Properties of the Sub Interaction are displayed as column headers in this tab.

Chat Tab

The Chat tab displays a list of Properties related to Chat. This tab is displayed only if the Interaction has chat sessions associated with it. You cannot delete these Properties. All Chat Properties are updated by CampusNexus CRM. The following table lists the system Properties for Chat:

Property	Description
Contact ID	The ID of the Contact who participated in the chat session.
Contact Name	The name of the Contact who participated in the chat session.
Starting URL	The Uniform Resource Locator (URL) of the Web page from which the chat session was initiated.
Owner	Name of the User who participated in the chat session.
Created On	The time at which the visitor requested for the chat session.
Session accepted at	The date and time at which the chat request was accepted by the chat User.
Stall Count	The number of Stall time threshold units recorded in a chat session. If a chat User fails to respond to a Contact's query before the Stall time threshold lapses, the Stall count is incremented by 1. Example Stall time threshold has been defined as 3 minutes. If the chat User does not respond to the visitor's chat request for the next 3 minutes, the icon is displayed in the Visitor Status column of the My Sessions pane and the value of this Property is increased by 1.
Session time	The duration (in minutes) of the chat session. The value of this Property is the difference between the time when the session ended and the time when the session was accepted. Formula: Session Ended at - Session Accepted at. Example A chat session that was accepted at 1:45 P.M. has ended at 2 P.M. Session Time = 2 P.M. - 1:45 P.M. = 15 minutes. Note The period for which the chat session is in a Suspended state is included in the value of this Property. Session Ended At includes the time taken by the chat User to wrap up the chat session.
Session wait time	The difference between the time (in minutes) when the chat session was accepted and the time when the session was created. A session is created when a visitor or CSR receives a chat request. Formula: Chat session accepted at - Chat session created at. Example The chat session that is created at 1:50 P.M. is accepted at 1:55 P.M. Session Wait Time = 1:55 P.M. - 1:50 P. M. = 5 minutes.
Session ended at	The time at which the chat session ended. This includes the time taken by the chat User to wrap up the chat session.
Session lifetime	The difference between the time (in minutes) when the Chat User ends the chat session and the time when the chat session entered the system. Formula: Session Ended at - Session Created at. OR Session Time + Session Wait Time. Example A chat session that was created at 1:40 P.M. has ended at 2 P.M. Session Lifetime = 2 P.M. - 1:40 P.M. = 20 minutes.
Browser	The Internet browser used by the visitor.
IP Address	The Internet Protocol (IP) Address of the visitor’s computer.
Supervisor barge-in	Indicates whether the Supervisor intervened and took over the chat session. The value for this Property can be Yes or No.
Conference	Indicates whether the User requested for a conference with another User during the chat session. The value for this Property can be Yes or No.
Chat Type	Indicates whether the chat session was Proactive or Reactive.

Personal Tab

Lists properties created for the Personal tab. The tab is visible in Desktop Client only for the user who created these properties. Note that the tab is visible to the user only if the user has created at least one property for the tab.

Columns Displayed in a Related Object Tab

The Sub Interactions tab displays Properties of Interactions and Contacts as column headers in Desktop Client. You can customize the columns that are displayed in these tabs.