Using the Activity History
You can review the contact or activity history of the customer your active task is associated with.
You do this using the Activity History section of the Customer Data panel in the work area.
The Customer Data panel consists of two sections, the Customer Details and the Activity History.
The Activity History provides a chronological list of every conversation with the customer, across every channel used, and with each of the agents that were involved.
Display the panel
In some instances the Activity History is not visible by default. In such cases, you can switch between the panels visible by using the work area layout controls.
The Activity History can also be hidden by the Agent application in case your monitor resolution and/or browser zoom level shrinks the available screen size. In such cases, try to zoom out to have it show up.
View history details
The top part of the panel contains a series of selections and buttons to control the list.
Individual history entries detail the date & time, the duration, media, the channel name and the technical result (e.g. it was handled properly or missed) of the conversation.
In case the task was handled, it also presents the name of the agent that was involved and the disposition code associated.
You can view previous email, webchat and social messaging conversations. You can also download the chat based (web and social messaging) transcripts.
Reorder the list
By default the list is in a reverse chronological order, so most recent items are at the top.
Open the Filter History section by clicking its title section.
Select Newest or Oldest as required.
Filter the list
Additional filter criteria can be specified based on:
- Agent names
- Channel names
- Media types (voice, email, chat, etc.)
- Completion codes
- Date intervals
The range of available selections for the above filters are taken from the history of the particular customer.
Next steps
- Read up on Customer details