The Interactions section of the Manager Dashboard tracks two types of communication gaps: inbound calls that went unanswered and interactions that have not been linked to a borrower or case. Use these pages to ensure no borrower communication falls through the cracks.
Availability: All clients Required permissions: managerdashboard:read (to access)
From the Manager Dashboard sidebar, select Interactions > Missed Calls. The page displays a table of inbound voice calls that were not answered.
| Column | Description |
|---|---|
| Interaction ID | The unique interaction identifier. |
| Called at | The date and time the call was received. |
| Wait time | How long the call rang before being missed. |
| Caller | The name of the caller, if identified. |
| Affiliation | The caller's relationship to a borrower account (e.g., self, spouse, authorized contact). |
| Type | The type of inbound call. |
The table displays 25 records per page.
Select the filter controls above the table to narrow results by:
| Filter | What it matches |
|---|---|
| Date range | A date range for when the call was received. Defaults to the last 7 days. |
From the sidebar, select Interactions > Unassociated Interactions. This page shows inbound interactions that have not been linked to a borrower or case.
| Column | Description |
|---|---|
| Interaction ID | The unique interaction identifier. |
| Created At | The date and time the interaction was created. |
| Interaction Age | How long the interaction has been unassociated. Helps prioritize older items. |
| Contact | The contact information from the interaction (phone number, email, etc.). |
| Channel | The communication channel: email, voice, text, or web chat. |
| Direction | Whether the interaction was inbound (from borrower) or outbound (from agent). |
| Created By Agent | The agent who created or first handled the interaction, if any. |
| Last Task Completed By Agent | The agent who most recently completed a task related to this interaction. |
The table displays 25 records per page. Select the column management icon to show, hide, or reorder columns.
Select any column header to sort the table by that column. Select the same header again to reverse the sort direction. Sorting by Interaction Age helps prioritize the oldest unlinked interactions.
Note: Both pages are read-only monitoring views. To associate an interaction with a borrower or case, navigate to the borrower's case detail page and link the interaction from there.