History (WEB)

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.

Note:

Supervisors will not be able view agents’ SMS interactions that are in draft state.

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 (WEB)".

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 (WEB)".

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

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 (WEB)".

Replying to participant(s) of a case from History

From the History tab, you can reply to email, SMS, or voice interaction without manually entering the participant’s contact details.

The following are the important details you must note while sending email, SMS, and voice replies to the participants:
  • You can reply to a participant of a single case at a time.
  • Participant’s contact details must be available.
  • The interaction thread and Case Id are preserved.
  • The ‘From’ address is pre-selected if and only if the last interaction is an email.
  • The subject of the new interaction is prepended by ‘RE: the subject of the last interaction [case and ticket information]’ (i.e. RE: Test e-mail [CSE: Case: Ticket Information]) if and only if the last interaction is an email.
  • By default, the status of the case is “Waiting For Customer”, if the case requires more follow-up, the agent has to manually change the state of a case to “Follow up required”.
To send email replies to participant(s) of a case from History
  1. Click History and, optionally, select a Filter:.
  2. From the list of interactions, click any interaction you want, or, optionally search for the interaction.
  3. To select a participant, in the Participants tab, highlight the participant record you want and click Email button
  4. To select all or some participants, in the Participants tab, hover over the participant’s avatar and click to select all or some participants and click Email button.

    In the email reply editor, the participant’s email address is automatically inserted in the To field. The subject of that email is prepended by ‘RE: the subject of the last email interaction [case and ticket information]’.

  5. Type the content and click Send.
To send an SMS reply to a participant of a case from History
  1. Click History and, optionally, select a Filter:.
  2. From the list of interactions, click any interaction you want, or, optionally search for the interaction.
  3. In the Participants tab, highlight the participant record you want, or, hover over the participant’s avatar and select.
  4. Click Text button.

    The participant’s phone number is automatically inserted in To field. Click From to select the SMS queue before sending the reply message.

  5. Type the reply message and press Enter.
To call back a participant of a case from History
  1. Click History and, optionally, select a Filter:.
  2. From the list of interactions, click any interaction you want, or, optionally search for the interaction.
  3. In the Participants tab, highlight the participant record you want to dial to, or, hover over the participant’s avatar and select.
  4. Click Call button.
Parent topic: Ignite
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