Member Interaction Count

Description

The Member Interaction Count Report provides a detailed summary of how members engage with your financial institution across different communication channels — including calls, emails, and chats — within a defined time period.

This report helps institutions:

  • Measure member engagement and interaction volume
  • Identify high-contact members or accounts that may require follow-up
  • Investigate unusual or potentially fraudulent activity
  • Assess channel performance for service delivery improvements

Key Concepts

  • Chronological View

    Interactions are listed in date and time order, grouped by member ID to provide a clear time-line of events and engagement history.

  • Media Types

    The report includes all supported communication channels (calls, emails, chats) equally, allowing for full visibility into multi-channel member behavior.

  • Scalability

    For institutions with large member volumes or extended date ranges, the report may contain a high number of records. Consider filtering by channel to optimize performance.

What you will see in the report

Field Description
Member ID Unique identifier assigned to each member within your core system. Used to correlate interactions across channels.
Interaction Type Communication method used — typically Call, Email, or Chat.
Date & Time The exact time-stamp of when the interaction occurred.
Genesys Cloud ID The unique interaction or conversation ID assigned by Genesys Cloud for system traceability.
Total Interactions The total number of recorded interactions for the member during the reporting period.
Unique Member Count The number of distinct members who interacted with your institution during the selected time range.
Print Details Option Allows inclusion or exclusion of detailed interaction logs when exporting or printing the report.

Application

Use this report to:

  • Track member engagement across all channels.
  • Audit communication history for specific members or inquiries.
  • Identify patterns in member behavior or recurring service issues.
  • Investigate anomalies such as excessive contact or duplicate requests.
Example: A member reports suspicious activity on their account. You run the report for their Member ID and see 12 interactions over the past week—6 calls, 4 chats, and 2 emails. This helps you verify the time-line and investigate further.

Tips for Users

  • Use the Print Details toggle to switch between summary and full interaction logs.
  • Run the report weekly or monthly to track engagement trends.
  • Filter by Interaction Type to focus on a specific communication channel.
  • Combine this report with Usage Summary to correlate communication volume with system usage.