Viewing interaction history and listening to voice messages in Agent Workspace

In Interaction history you can see your past interactions, providing a comprehensive history of communication. You can filter the interactions based on their type, making it easier to find specific interactions. If the voicemail feature is enabled in Agent Workspace for your account, you can find and listen to voice messages that contacts have left for you.

For more information about interaction history, see Interaction history and voicemail in Agent Workspace.

Accessing interaction history

Click the interaction history icon  in the navigation bar to open Interaction history.

Interactions list

In the left panel, you can see a list of your past interactions in the left panel made or received within the last 30 days. Interactions are categorized into calls and chats.

Each interaction card shows a summary including:

• The display name set for the interaction (José D'Angelo) and number (+441234567890).
  
  If no display name is set, Unknown contact appears.
  

  Display name is currently available only for inbound calls. Unknown contact appears for all outbound calls.
• The date (15 July) and time (11:11 am) the interaction was made or received
  
• The type and direction of the interaction
  Inbound call , outbound call , missed call , chat 
• Whether a voice message is available  and whether it's new .

Filtering interactions

You can filter the list of interactions, in two ways:

• Use the tabs at the top of the interactions list to switch between All interactions, Calls, and Chats
  
• Click the filter icon to select detailed options
  

Filter options

Filter interactions based on interaction type:

• Calls
  • Missed calls
  • Inbound calls
  • Outbound calls
  • Voicemails
• Chats
  • Webchat
  • SMS

If you select one or more options, a red dot appears on the filter icon . 

Viewing interaction details

Click a specific interaction from the list to view its details.

Interaction information

The Interaction information section includes the following information:

• Interaction ID
  A unique identifier assigned to the interaction.
• Alerted at
  The date and time the interaction arrived in Agent Workspace.
• Initial direction
  The direction of the interaction when it started, relative to VCC. Initial direction can be either inbound, outbound, or internal.
• Presented number (outbound calls only)
  The number that Agent Workspace presented to the contact when you — or the initiating agent if not you — made the call.
• From address (inbound calls or chats only)
  The address of the participant who initiated the interaction.
• To address
  The address of the participant initially contacted within the interaction. For an inbound call, the to address is the contact center's phone number. For an outbound call, the to address is the phone number of the external contact dialed.
• Service name (inbound calls or chats only)
  A label used to identify, group, and report on interactions that arrived at the same destination or interaction plan name, or had the same reporting group, depending on the configuration. 
• Connected at
  The date and time you accepted the interaction or the interaction was auto-accepted.
• Connected duration
  The length of time you were connected to the interaction for. The duration is calculated from the time you accepted the interaction or the interaction was auto-accepted.
• Queue (inbound calls or chats only)
  The name of the Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet that handled the interaction when it arrived. 
• Conversation ID
  A unique identifier assigned to the conversation within VCC. A converation groups associated interactions of the same or different media channels.
• Media channel
  The specific method of communication used for the interaction along with its icon. For example, Phone , Webchat , or SMS .

Voicemail information

Where a voice message is available for the interaction, the Voicemail information section appears.

Listening to or deleting a voice message in Voicemail information

To listen to a voice message, click the play icon .

After listening to the message, you can optionally delete it. To delete the message, click the delete icon . You will be asked to confirm deletion.