Interaction
Catalog row in Vendor License Metrics · Cited
- Unit
- Interaction
- Aliases
- Interactions
- Definition
- XM for Customer Experience Product Terms s1.2: for Frontline Care, "Interaction" means a Chat, an Email, a Response, or a Voice; Frontline Digital counts a Response; Frontline Locations counts an Online Review, a Response, or a Social Mention.
- Counting rules
- Interaction types are defined per Cloud Service (chat up to three days, voice recordings up to 120 minutes, online reviews, social mentions). Excess over a length limit counts as a single additional Interaction. Employee Experience adds Ticket and counts 15 chats as one Chat.
- Floors / minimums
- Set by the Order Form; XM Discover functionality also has an Access Limit and Loading Limits.
- Applies to products
- XM for Customer Experience
- Continuous Employee Listening
- XM for Market Research