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).

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.
  • 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.