Segment Number

Segment Number

Interaction segments are legs of the interaction that are associated with a single agent. For example, if an agent transfers an interaction, a new segment is created.

Segments are numbered as follows:

Segment 0: The result of an interaction starting.

Segment 1 (and subsequent segments): These segments are the result of another queue or agent being added to the interaction either through a transfer or an add participant action.

If the same agent is brought into an interaction multiple times, a new segment is created for each instance where they enter the interaction.

For example, consider this scenario:

Agent A hands over an interaction to Agent B using an add participant action. After speaking to the customer, Agent B hands the interaction back to Agent A. In this situation, there are two segments associated with Agent A and one segment associated with Agent B.