What is the purpose of Events and Go To Events from the interaction timeline?

Question

What is the purpose of Events and Go To Events from the interaction timeline?

Applies To

Quality Management 5.1.1

Answer

These options are meant to be used to jump on the timeline to specific events. From the events option, you have the ability to select to only be able to search on the timeline for specific events type, as shown below:

The "Go to" option will present you with only the event types you've selected in the "Event" option, as seen in the below screenshot. Once you'll isolate the event type (if there are any on the timeline), they will be marked as an orange dot and you will have the ability to jump between them. This can come in handy for the evaluator or agent when they have identified a potential issue during an agent to caller interaction.