The Interaction Intent types refer to the kinds of interaction intents categorized based on resolution methods or any other criteria. For example, you can classify the intents as self-serviceable and non-self-serviceable. 

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.



  • To search for a specific intent type, use the Filter field. 
  • To view details of only active intent types, select the Active Only checkbox.
  • To refresh the list, click the Refresh icon ().


  1. Click New.
    The New Interaction Intent Types popup window appears.
  2. Specify a name for the interaction intent type.
  3. Select the Active checkbox if you want to make the interaction intent type active to consider for scoring. 
  4. Click Save.


  • To modify an interaction intent type, select the interaction intent type that you want to modify and click Edit, or double click the interaction intent type. You can modify the details in the Edit Interaction Intent Type popup window. 
  • To delete an interaction intent type, select the interaction intent type and click Delete.