Exploring Interactions (Studio)

Suite
Customer Experience
Product
Qualtrics
What's on this page

About Interactions

Interactions include all the customer feedback, calls, and chats included in your projects. You can easily browse all of your interactions, and perform different actions on them, such as:

  • Adding attributes or models to interactions.
  • Viewing, sharing, and exporting feedback records.
  • Deleting interaction records in compliance with GDPR and other data privacy policies.
  • Accessing individual records.
  • Performing actions on records in bulk.

Viewing Interactions

Qtip: You need the View Interactions Explorer permission to visit this page.

To view interactions, click the Spaces menu and select Interactions.

spaces menu expanded, Interactions page highlighted
spaces menu expanded, Interactions page highlighted

Use the Project dropdown to view interactions associated with different projects.

project drop-down at top-left of Interactions page
project drop-down at top-left of Interactions page
Qtip: You may also need to choose an account and a content provider, depending on what you have access to.

Let’s look at some of the things you can do on the Interactions page.

Find Interactions: A search bar. See About Text Filter to learn how the search works.
numbered parts of interactions page
numbered parts of interactions page
Filter: Narrow down the interactions you see by different criteria. See Filtering Interactions.
Click this menu to choose columns to display, to enable sentiment text, or to enable enrichment badges.
Click the dropdown next to an interaction to see a list of actions you can perform. These are the same actions if you have only one or multiple interactions selected:
  • Open in Explorer: Open the interaction in the document explorer.
  • Create Ticket: Create a ticket using Qualtrics ticket workflows (also known as Engage xFlow). Tickets can be used to track a variety of tasks and issues that need to be resolved. Learn more.
    Qtip: This option only appears if you have a Manual Ticket Creation permission, which is part of the Contact Center Quality Management solution.
  • Copy Link: Share the interaction as a link. See Sharing Interactions.
  • Send to: Add interactions to a new or existing dashboard. See Sharing Interactions.
  • Export: Export the selected interactions.
  • Delete: Delete the interaction. This option only appears for users with administrative access to a project.
As you select multiple interactions, bulk actions appear as a banner along the top with the following options:
image that shows banner along top that appears when you select multiple interactions
image that shows banner along top that appears when you select multiple interactions
  • Open in Explorer: Open the interaction in the document explorer.
  • Create Ticket: Create a ticket using Qualtrics ticket workflows (also known as Engage xFlow). Tickets can be used to track a variety of tasks and issues that need to be resolved. Learn more.
    Qtip: This option only appears if you have a Manual Ticket Creation permission, which is part of the Contact Center Quality Management solution.
  • Copy Link: Share the interaction as a link. See Sharing Interactions.
  • Send to: Add interactions to a new or existing dashboard. See Sharing Interactions.
  • Export: Export the selected interactions.
  • Delete: Delete interactions. This option only appears for users with administrative access to a project.
  • Cancel: Deselect the interactions and do not perform any actions.

Selecting Columns to Display

Select which attributes, enrichments, or models to display as columns in the interactions table.

Qtip: Your custom column selections will stay until you switch to a different project.
Qtip: Only selected columns appear in interaction exports.

displaying columns on the interactions page
displaying columns on the interactions page
Click the menu in the upper-right.
Hover over Columns.
Select columns you want to display.
Qtip: Use the search bar to search attributes, enrichments, and models by name.
Deselect columns you don’t want to display.
To reset to the default columns, click Restore Defaults.
Qtip: You can select up to 10 columns.

Displaying Sentiment Text Formatting

You can show or hide in-line sentiment for the Preview column.

displaying sentiment formatting
displaying sentiment formatting

Click the menu in the upper-right and select Display Sentiment Text Formatting.

Displaying Enrichment Badges

You can show or hide enrichment badges, such as overall sentence sentiment, effort, and emotional intensity.

displaying enrichment badges
displaying enrichment badges

Click the menu in the upper-right and select Display Enrichment Badges.

Qtip: Click on an interaction to see the enrichment badges with text, to learn what they mean.
Interaction
Interaction

Deleting Interactions

You can delete interactions across all XM Discover systems.

Warning: Once you delete an interaction, it cannot be retrieved. Do not delete an interaction unless you are sure that’s what you want to do.
Qtip: To delete an interaction, you need the Delete Feedback Records permission and Administrator-level data access to the project.
Click the Spaces menu.
Interactions page
Interactions page
Select Interactions.
Use the Project dropdown to view interactions associated with different projects.
numbered components of the Interactions page
numbered components of the Interactions page
Qtip: You may also need to choose an account and a content provider, depending on what you have access to.
Adjust filters to find the interactions you want to delete (optional).
Select the interactions you want to delete.
Qtip: You can only delete up to 5 interactions at once.
Click Delete in the banner above.
Choose from the following reasons for deleting the records:
new window where you confirm deletion
new window where you confirm deletion
  • GDPR/CCPA Compliance
  • PII Data
  • Inaccurate Data
  • Old Data
  • Test Data
  • Other
    Qtip: The reason you select will be documented in the security log.
Click Delete.
Qtip: To delete an individual interaction, click the dropdown next to it, then select Delete.
Delete option at the bottom of a menu expanded from the hamburger menu next to an interaction
Delete option at the bottom of a menu expanded from the hamburger menu next to an interaction

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