Personal and Queue Contact History
The History tab page contains your personal contact history: all handled contacts including calls, scripts, e-mails, and chat sessions. The maximum number of displayed contacts is 500, and the history covers the last five days. For an e-mail to be displayed in the History view, the handling time of the e-mail must be within the last-five-days limit. In chat and phone contacts, the criterion is the arrival time. To show over 5-days-old e-mail in your History view, you must use the Search for contacts with special criteria button. For more information about e-mails in the History view, see E-Mails in the History View
In the History view, you can
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Carry out history searches.
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View contact details.
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Use some basic functions, for example, make calls, view chats and listen to the recorded calls.
|
Column |
Description |
|---|---|
|
Contact ID |
Phone number, name or an e-mail address Note that administrators can define that the queue caller information is not displayed. |
|
Queue |
Queue name, or in case of direct calls, the information whether the call was an inbound or outbound call When you place the cursor on the items in this column, a tooltip displays number information. |
|
Subject |
The topic of an e-mail or a chat. Displayed only in the history search results view. Added in SP08. |
|
Agent |
The user who handled the contact. Displayed only in the history search results view. Added in SP08. |
|
Status |
The status of a contact |
|
Time |
The date and time when the contact was received or initiated |
|
Duration |
The duration of the contact in the format If you have missed a call or the other party did not answer, the Duration column is empty. |
|
Script |
If a script is used in the queue, this checkbox is selected. |
|
Rec. |
If a call has been recorded using the server-side recording method and you have rights to listen to recordings, this checkbox is selected. |