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= hist=
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= Contact and interaction history=
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Workspace lets you look at the interactions that you and your coworkers have worked on in the past. You can view information about the interactions, including notes and case data.
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__TOC__
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==How can I find the interactions I've worked on?==
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The My History view enables you to view and manage your previous interactions with a contact.
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To display the My History view in the [[Nav#Main_View|Main View]], click [[File:IW_Supporting_Views_Button_850.png|link=]] and select '''My History'''.
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Use the My History view to do the following:
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* The Chronology slider lets you see all of your interaction history, or just those from the last day, week, or month.
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* View Details, Notes, and Case Data about an interaction that you select.
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{{NoteFormat|You can't open an In Progress (or any) interaction for editing from My History. To do that, you must select the interaction from a [[MyWorkbins|workbin]].}}
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Use the '''Show Details Panel on Bottom'''/'''Hide Details Panel''' button ([[File:IW_History_Tab_Layout_Options_Button_850.png]]) to change the display of the Details panel.
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==How do I explore the history of a contact?==
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The Contact History view lets you see and manage previous interactions with a contact you have selected from the [[contacts|Contact Directory]] or from the information view of the current [[Voice|voice]], [[Chat|chat]], [[Facebook|Facebook]], [[Twitter|Twitter]], or [[email|email]] interaction.
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{| class="no-border"
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| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]]
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| style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Contact History" hidetext="[-] Hide video">
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{{#widget:Vimeo|id=120394265|width=572|height=392}}
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</toggledisplay><br>
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|}
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Use the Contact History view to do the following:
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* Find interactions for the current contact or the currently selected contact. See the Filter tab for more information.
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* View information about the selected interaction. See the About tab for more information.
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==Finding Interactions==
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The Contact History view filtering controls enable you to refine your results.
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Workspace Web Edition enables you to view contact interactions chronologically.
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The Grid View displays interactions chronologically, with columns that contain information about each interaction.
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===Viewing Search Results===
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The search results are displayed in the interactions table. The search result table is not sortable. To sort the interactions table, clear the search field to display the full history set.
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==About the selected interaction==
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Workspace Web Edition enables you to view information details about interactions that you have selected in the Contact History view.
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The Details panel contains the following three tabs:
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===Details===
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The '''Details''' tab might display information such as the following:
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* Phone number
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* To and from email addresses
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* Origin of the call—for example, the name of the agent who transferred the call (this information is stored in the [[ContactHistory#Note|Note]] tab)
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* Time—Elapsed time between the interaction '''connected event''' and the '''markdone''' event by the agent or the system
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* Timestamp
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* Chat transcript
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* Name of the contact
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===Note===
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The [[Notepad|Note]] is a feature that enables you to enter comments about the current interaction or read comments that have been entered in the past. The comments are stored as a part of the history for the contact. The contents of the Note are available to any agent who views the contact's history.
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===Case Data===
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[[custinter#How_do_I_work_with_case_information.3F|Case Data]] (attached data) provides information—such as an account number, type of service, and disposition—about an interaction. Your system administrator configures which attached data is displayed.
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==How do I find the history of an interaction?==
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The Interaction History view provides you with specific information about where the interaction (voice, email, or chat) came from, who the contact is, and how long the interaction has been active.
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* '''Contact''' — If the contact is in the contact database, the name of the contact is displayed. The display might also show the contact's number or e-mail address, or "Unknown".
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* '''Duration''' — The time in hours, minutes, and seconds of the interaction.
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The Interaction History view is part of the Interaction window and the History tab of the [[contact|Contact Directory]] view.
  
 
[[Category:V:GC:v852]]
 
[[Category:V:GC:v852]]

Version du janvier 27, 2016 à 16:11

Contact and interaction history

Workspace lets you look at the interactions that you and your coworkers have worked on in the past. You can view information about the interactions, including notes and case data.

How can I find the interactions I've worked on?

The My History view enables you to view and manage your previous interactions with a contact.

To display the My History view in the Main View, click IW Supporting Views Button 850.png and select My History.

Use the My History view to do the following:

  • The Chronology slider lets you see all of your interaction history, or just those from the last day, week, or month.
  • View Details, Notes, and Case Data about an interaction that you select.
Important
You can't open an In Progress (or any) interaction for editing from My History. To do that, you must select the interaction from a workbin.

Use the Show Details Panel on Bottom/Hide Details Panel button (IW History Tab Layout Options Button 850.png) to change the display of the Details panel.

How do I explore the history of a contact?

The Contact History view lets you see and manage previous interactions with a contact you have selected from the Contact Directory or from the information view of the current voice, chat, Facebook, Twitter, or email interaction.

RedVideoButton2.PNG [+] Show video: Contact History

Use the Contact History view to do the following:

  • Find interactions for the current contact or the currently selected contact. See the Filter tab for more information.
  • View information about the selected interaction. See the About tab for more information.

Finding Interactions

The Contact History view filtering controls enable you to refine your results.

Workspace Web Edition enables you to view contact interactions chronologically.

The Grid View displays interactions chronologically, with columns that contain information about each interaction.

Viewing Search Results

The search results are displayed in the interactions table. The search result table is not sortable. To sort the interactions table, clear the search field to display the full history set.

About the selected interaction

Workspace Web Edition enables you to view information details about interactions that you have selected in the Contact History view.

The Details panel contains the following three tabs:

Details

The Details tab might display information such as the following:

  • Phone number
  • To and from email addresses
  • Origin of the call—for example, the name of the agent who transferred the call (this information is stored in the Note tab)
  • Time—Elapsed time between the interaction connected event and the markdone event by the agent or the system
  • Timestamp
  • Chat transcript
  • Name of the contact

Note

The Note is a feature that enables you to enter comments about the current interaction or read comments that have been entered in the past. The comments are stored as a part of the history for the contact. The contents of the Note are available to any agent who views the contact's history.

Case Data

Case Data (attached data) provides information—such as an account number, type of service, and disposition—about an interaction. Your system administrator configures which attached data is displayed.

How do I find the history of an interaction?

The Interaction History view provides you with specific information about where the interaction (voice, email, or chat) came from, who the contact is, and how long the interaction has been active.

  • Contact — If the contact is in the contact database, the name of the contact is displayed. The display might also show the contact's number or e-mail address, or "Unknown".
  • Duration — The time in hours, minutes, and seconds of the interaction.

The Interaction History view is part of the Interaction window and the History tab of the Contact Directory view.

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