You are using the report All Tickets with All Interactions and are wondering how to display the related interactions.
SAP Cloud for Customer
Go to the Business Analytics work center, Design Reports view.
- Search for report All Tickets with All Interactions (technical ID SEODSRQINTU01_Q001).
- Open the report and click Go.
- In order to show all the interactions from the ticket, please add the associated characteristics to the report view. For example, if you want to show the email interactions, please add the characteristic Email to the view.
If you want to show all the social media message interactions, portal interactions or chat interactions, please add the characteristics Social Media Message, Chat or Portal Interaction (Portal Reply from Customer) into the report view.
NOTE: There is also a navigation from the characteristic Email which opens the email activity to view all the email contents. Same navigation is available for characteristic Social Media Message.
If you want to bring the complete interaction text into the report, this is not possible yet.
The initial ticket creation is considered as an interaction. The internal text that appears in the report All Tickets with All Interactions is the incident description text and not the actual internal note. If more internal notes are added to the ticket they will appear under the same column.
Number of Interaction Steps: This value is not at all related to the number of communications (internal note/emails/ SMS) done in the ticket. This key figure corresponds to the number of times the status of the ticket has been changed. For example: Open, Closed, Completed, etc.
Number of Interactions: This value shows the actual number of communications done in the ticket. For example: If in a ticket there are 6 email interactions, 1 internal note and 1 ticket description (same as the email subject), the number of interactions in this case is an addition of all these numbers (6 + 1 + 1), which is equal to 8. This key figure is the one which needs to be looked at if you want to know the number of interactions or communications done in a particular ticket.
Number of Phone Calls: This value only displays the phone calls associated with tickets created in the system. Any phone call (outbound or inbound) that is created in the system as part of a ticket would appear in the standard report. If you add the characteristic 'Ticket ID' or 'Ticket' to the report view you will see all those tickets which has the associated phone call activities created in the system.
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