The Interactions by Type - Grouped by Contact or Company displays the total interactions received by contact, or by company with subtotals for each contact at that company. This report provides insight into the contacts that submit the most questions, which can indicate an opportunity for training or a potential customer issue that requires intervention. When viewed by company, it provides insight into your most active clients and can be an indication of the cost associated with supporting that client. The contacts listed within the report can be clicked to open the history tab for that client.
Clicking the columns headings of the report can be used to sort in ascending or descending order.
Setup Required
There is no setup required. The report uses standard iService interaction information.
Parameter Selection
Select the segment, the time frame, and whether to group to Contact or Company.
Report Example
By Customer
Click to expand
Report Legend
Name - The name of the contact that sent the interaction. If there is no name, their email / login will be displayed.
Email - The email address or login of the person that submitted the interaction.
Total Interactions - The total number of interactions received from the contact during the period of the report, and within the segment specified.
Customer Email - The number emails the contact submitted during the period of the report, and within the segment specified.
Ticket - The number of tickets created by an agent for the contact during the period of the report, and within the segment specified.
AAQ - The number of Ask a Question interactions (either via the standard Ask a Question page or a custom form) submitted by the contact during the period of the report, and within the segment specified.
The date range of this report is based on the date and time the customer request entered the iServiceCRM system.
By Company
Click to expand
Report Legend:
Name - The name of the contact that sent the interaction. If there is no name, their email / login will be displayed.
Email - The email address or login of the person that submitted the interaction.
Total Interactions - The total number of interactions received from the contact during the period of the report, and within the segment specified.
Customer Email - The number emails the contact submitted during the period of the report, and within the segment specified.
Ticket - The number of tickets created by an agent for the contact during the period of the report, and within the segment specified.
AAQ - The number of Ask a Question interactions (either via the standard Ask a Question page or a custom form) submitted by the contact during the period of the report, and within the segment specified.
The date range of this report is based on the date and time the customer request entered the iServiceCRM system.
