Interaction Phase Analysis Introduction
Updated
Interaction Phase Analysis categorizes agent–customer conversations into defined stages, offering insight into how interactions evolve over time. This capability is limited to conversations that involve a live agent and does not include bot-only exchanges. By dividing conversations into structured phases, teams can examine how time is allocated across each stage and uncover opportunities to improve operational efficiency.
Note: Access to this feature is controlled by DP - CONVERSATION_PHASE_DETECTION_ENABLED dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Interaction Phases
Interaction Phase Analysis divides an agent–customer conversation into seven broad phases. Each phase represents a distinct stage in the interaction and may contain several related activities or sub-tasks.
1. Opening
Marks the beginning of the interaction, when the agent enters the conversation and initiates engagement with the customer.
Includes:
Greeting
Introduction
2. Customer Verification / Validation
Encompasses activities where the agent confirms the customer’s identity or verifies account-related details before moving forward.
3. Troubleshooting / Triaging
Covers the stage in which the agent investigates the customer’s concern to accurately understand and diagnose the issue.
Includes:
Asking targeted questions to clarify the problem.
Guiding the customer through troubleshooting steps.
4. Resolution
Represents the point at which the agent addresses the issue and communicates the outcome to the customer.
Includes:
Delivering the solution.
Explaining the underlying cause.
Outlining resolution steps or recommended next actions.
5. Hold Time / Mute Time
Accounts for intervals during which the customer is placed on hold or the agent is temporarily inactive within the conversation.
6. Closure
Covers the concluding portion of the interaction as the agent wraps up the conversation.
Includes:
Collecting customer feedback.
Expressing appreciation and closing the interaction.
7. Transient Phase
Captures messages that do not clearly fit into any of the defined phases. This category is applied during post-processing to ensure that all conversation content is included in the analysis.