The Interaction Overview Section

The Interaction Overview section in a Contact record presents a single window of all interactions that occurs with the contact across all channels.

It also serves as a visual indicator for different users who work with the same contact to help them quickly understand the multiple interactions with the contact. For instance, users can view information about phone calls, emails, events, appointments, chats, and so on.

Viewing the Interaction Activities

All interaction activities are displayed date-wise in a calendar view, and you can view activities of a future or past day by selecting the required date from the calendar view.

Each interaction activity has its own tile and the count of each interaction activity is displayed next to the activity name on the tile.

Interaction Activity Tiles

Reach users can:

• Click an activity tile to view the list of activities in chronological order.

• Click the More Info link to view details of the activity record.

  Note:

  • When a Reach user clicks the More Info for an Email activity, the user is navigated to the email template. The display of merged or actual email content option is currently not supported due to a Microsoft Dynamics 365 limitation.

  • The Interaction Overview section displays Email activities of the Real-time Journeys for the last 365 days from the current date. For older data, refer to the Timeline section in the on the Contact page.

The following table provides information on how the activities are sorted and displayed in each activity tile.

For the Activity Tile...	The records are displayed in the chronological order of the...
SMS	SMS created date in Anthology Reach.
Phone Call	last updated date of the Phone call record.
Email	last modified date of the Email.
Appointment	start time of the Appointment.
To Dos	due date of the To Do. Note: When a To Do is closed / completed the To Do activity appears on the closed date.
Chat	date when the Chat was created in Anthology Reach.
Event	Event date.

About Marketing Activities

The Interaction Overview section displays the interactions such as emails and SMS generated from both the Outbound Marketing - Customer Journey and from the Real-time Journeys.

• The Outbound Marketing - Customer Journey interactions are distinguished from the rest of the activities with the Outbound Marketing - Customer Journey icon,.

  

• The Real-time Journey interactions are distinguished from the rest of the activities with the Real-time Journey icon, .

  Note:

  • The SMS sent using the Real-time Journeys module are managed through the out-of-the-box (OOTB) SMS Submission entity of Microsoft Dynamics 365. By default, the CMC-Base role in Anthology Reach has Read level access for the SMS Submission entity. For information on the CMC-Base role, see Security Roles.

  • To view the emails sent using the Real-time Journeys module, the user needs to have the Read permission for the OOTB Customer Insights Information entity of Microsoft Dynamics 365. By default , the CMC-Base role in Anthology Reach has Read level access for the Customer Insights Information.

About Lifecycle Activities

Child Lifecycle records such as email(s) that are associated with a Contact record are indicated by a Lifecycle icon, .

The following image displays Email activities of a contact associated with a Lifecycle record.

Icons in the Interaction Overview Section

The following table provides more information on the icons displayed in the Interaction Overview section.

Icons in the Interaction Overview	Description
	Enables users to filter and view activities based on the selected activities.
	Enables users to select the date and month from the calendar to view the interactions based on the selected filters.
	Enables users to navigate forward or backward to view past and future interaction activities week-wise.
	Enables users to reset the calendar view to the current date.

Adding the Interaction Overview Widget to Custom Contact Forms

Reach administrators can replace the old Interaction Overview widget with the new Interaction Overview widget. To do so:

1. In the Reach environment, navigate to the Settings > Customizations > Customize the System.

2. Navigate to Components > Entities > Contacts > Forms, and select and open the required Contact form to be edited.

3. In the Interaction Overview section, remove the cmc_/Pages/StudentActivitiesCompletedTimeline.html Web Resource.

4. Click Insert > Sub-Grid.

5. In the Set Properties dialog:

   1. Click the Display tab, and specify values in the following fields:

      1. Name - InteractionOverview.

      2. In the Data Source section, in the Records drop-down select All Record Types, in the Entity select Activities, and in the Default value drop-down select All Activities.

         

   2. Click the Formatting tab, and specify values in the following fields:

      1. In the Layout section, select One column.

      2. In the Row Layout section, in the Number of Rows, specify 2.

         

   3. Click the Controls tab:

      1. Click the Add Control button, and select Interaction Overview Local, and click Add.

      2. In the Control section, for the Interaction Overview Local control, select the radio buttons for Web, Phone, and Tablet.

      3. In the Interaction Overview Local section:

         • Edit the Id field, and in the Bind to a value on a field, and select contactid.

         • Edit the PCF Configuration Web Resource Name field, and in the Bind to a static value select cmc_InteractionOverviewPCFConfiguration.

         

   4. Click OK.

6. Save and Publish the Contact form.