History View

This view aims (based on configuration) to give you an insight to all conversations across the contact center. The default list shows your own conversations for the current day. To further define lists, use the detailed search, sort, or filter options. To view a conversation in detail, select it from the History view. The conversation opens in your My Conversations viewing list.

The History view differs from the Picklist view as it shows all conversation statuses; in queue, in process, wrap-up, handled, abandoned, and deleted. You can narrow down the list by using the detailed search.