Viewing Historical Interactions

The History page contains a searchable archive of all calls handled by an agent as well as calls sent to the queues for which the agent answers. Agents can filter these historical interactions by type, limit the display interactions to items the agent has handled, or search for specific interactions.

Supervisors can filter all the interactions by type and also view the interactions that are being handled by agents and are in agent’s Inbox, or put on hold, or are in draft state. This gives the supervisor a better visibility into the interactions that are being handled by the agents.

You can also reply to participants of all interactions (except Chat) from History. When you select an interaction in History, in addition to the handling options, you can quickly access the case details, notes, interactions, all the participants of the case, other cases from the same customer, and URLs by using the corresponding tabs. This saves time when you are interacting with a customer. For more information about these tabs, see the "Cases".

An agent can view any interaction’s variable values that contain a URL under a separate tab, URLs. The URLs tab consists of a drop-down with all the variables and their associated value (URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click Open.

You can choose to view the interactions in List view or in Grid view by clicking the respective option. See the "List pane".

For more information on filtering historical interactions, see "Filtering historical contacts".

For more information on searching interactions in History, see "Searching ’s folders"

For more information on reviewing interaction history, see "Reviewing interaction history".

For more information on sending replies to participant(s), see "Replying to participant(s) of a case from History".