Reviewing interaction history

Ignite stores transcripts of email, chat, and SMS multimedia interactions and enables agents to review these transcripts by case and customer.

For example, an agent gets a response from a customer saying, 'How do I do that?'. However, the customer has deleted all prior communication in the email chain. The agent can retrieve transcripts of previous interactions with the customer in order to answer the question.

If an interaction’s history is not visible via the History function, we recommend searching Ignite’s repository. For more information on searching, see "Searching Ignite".

The following procedures explain how to

Review interaction history by case
Note:
This function is available only if the system has case and ticket numbers enabled. This is an administrative configuration and cannot be adjusted by agents.
Review interaction history by customer

To review interaction history by case or customer (WEB)

Note:

You can pare down the list of interactions displaying on the History page using filters. For information, see "Searching Ignite using search filters".

Select an interaction or hover over the item’s avatar and select History.
Select either Case or Customer and select the interaction to review.
You can display specific interactions by entering search criteria in the ‘Search interactions’ field.
To exit out of this view, click Back to <page>.

To review interaction history by case (DESKTOP)

In the Folders pane, select a folder and select an interaction in the folder.
In the Preview pane, select History and Account Codes, and select By Case.
To see more items, double-click Show more results....
Optionally, sort items in each pane in ascending or descending order by clicking the column headers.
To view a transcript of the communication, double-click the interaction in the pane.

To review interaction history by customer (DESKTOP)

In the Folders pane, select a folder and select an interaction in the folder.
In the Preview pane, select History and Account Codes, and select By Customer.
To see more items, double-click Show more results....
Optionally, sort items in each pane in ascending or descending order by clicking the column headers.
To view a transcript of the communication, double-click the interaction in the pane.

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