The agent interaction history pane displays in the bottom-left corner. This is where you can view your previous communications with a customer across all channels (voice, email, chat, and social).

Agents cannot add the interaction history pane on their own. This functionality is managed by administrators, who configures the Agent Desktop layout. Once the administrator adds or configures the interaction history pane, it becomes visible to agents as part of their interface.

1

If the navigation bar is collapsed, select the arrow to expand.

2

Select one of the tabs to sort and search for the interaction you want to view.

  • All—Displays details of your previous communications across all channels, along with the total connected time, and the time stamp of when you accepted the request.
  • Calls—Displays details of your voice calls along with the customer's phone number, wrap-up reason, the total connected time, and the time stamp of when you accepted the request. To initiate a call, click a phone number. You can also edit the phone number before making the call.

    If a call is transferred from one agent to another, each agent will see only their respective segment of the interaction in their agent interaction history pane. The history does not aggregate or link the entire interaction across multiple agents. While the agent interaction history pane is limited to individual agent views, supervisors and administrators can access aggregated data through the Webex Contact Center Analyzer.

  • Chats—Displays details of your chats along with the customer’s name, wrap-up reason, the total connected time, and the time stamp of when you accepted the request.
  • Social Messaging Conversations—Displays details of Facebook Messenger, SMS (Short Message Service), and WhatsApp chats along with the customer’s name (Facebook Messenger and WhatsApp), customer's phone number (SMS), wrap-up reason, the total connected time, and the time stamp of when you accepted the request.
  • Emails—Displays details of your emails along with the customer's email address, wrap-up reason, the total connected time, and the time stamp of when you accepted the request.

If an interaction isn't wrapped up, the wrap-up reason appears as N/A. The wrap-up reason may not display on the agent interaction history pane for up to 6 seconds after you complete the interaction.