Customer engagement history
Overview
Customer engagement history in Customer 360 provides a comprehensive view of previous interactions with the customer, helping you understand the customer's history and context before and during interactions.
Customer engagement history includes:
Engagement summary: An AI-generated summary of agent notes from the last 30 interactions, highlighting key themes, issues, and resolutions.
Interaction history: A detailed list of the last 30 interactions showing type, time, sentiment, agent notes, disposition codes, transcripts, and recordings.
Customer engagement history is available for all Customer 360 users. The AI-generated engagement summary is only available if agents have added notes to previous interactions.
Prerequisites
Category | Requirement |
|---|---|
Authorization | You must have authorized Agent Workspace to access your CRM systems. If you have not completed authorization, see Setting up Customer 360. |
Contact open in Customer 360 | You must have a contact record open in Customer 360 to view engagement history for that customer. |
Limitations
Category | Limitation |
|---|---|
Sentiment requires configuration | Sentiment information is displayed only if real-time sentiment analysis has been enabled for your account. If sentiment is not enabled, sentiment indicators will not appear in the interaction history. |
Transcripts and recordings | Call recordings are available for voice interactions only. Transcripts are available for voice, email, and WhatsApp interactions. Other message-based interactions (such as webchat and SMS) do not include transcripts or recordings. |
Viewing the AI-generated engagement summary
No history or summary available
If no previous interactions exist, the interaction history will be empty. If no agent notes exist from previous interactions, the engagement summary will not be generated.
With a contact open in the Customer 360 section, locate the Customer engagement history section below the contact details and related records.
Locate the Engagement summary subsection. The section is collapsed by default.
Click the arrow icon to expand the Engagement summary section.
A message appears while the summary is being generated: "Generating summary..."
After a few seconds, the AI-generated summary appears, displaying key themes from recent interactions, common issues or questions raised by the customer, resolutions or actions taken by agents, and important context for the current interaction.
Read the summary to understand the customer's history and context before responding.
(Optional) Click the arrow icon again to collapse the Engagement summary section.
Viewing the interaction history list
With a contact open in the Customer 360 section, locate the Customer engagement history section.
Locate the Interaction history subsection, which displays multiple interaction cards. Expanded cards show sentiment indicators, agent notes, disposition codes, and a More details link.
The interaction history list displays. Each interaction card shows:
Interaction type icon and name (for example, "Call," "Chat," "Email").
Time and date of the interaction and how long ago it occurred (for example, "1:22 PM (42m ago)").
Sentiment indicator (if sentiment analysis is enabled): A sentiment icon and label (for example, positive, neutral, negative).
Agent notes (if provided): Notes entered by the agent during or after the interaction.
Disposition code (if selected): The disposition code assigned to the interaction.
Review the interaction cards to understand the customer's recent history.
Viewing detailed information about a specific interaction
In the Interaction history section, locate the interaction you want to view in detail.
Click More details on the interaction card (or click the interaction card itself if it is collapsed).
The expanded interaction displays additional details organized into sections:
Information section:
Initial direction (Inbound, Outbound, or Internal).
From and To numbers or addresses.
Duration (for voice interactions).
Agent ID who handled the interaction.
Media type (Phone, Webchat, SMS, Email, WhatsApp).
Disposition code selected by the agent.
Full text of agent notes.
The transcript and recording section displays:
Audio player with playback controls (voice interactions only).
Transcript search box.
Transcript text with timestamps and speaker labels.
(For voice interactions only) To listen to the call recording:
Click Play to start playback.
Use the controls to pause, skip forward/backward 5 seconds, or change playback speed.
Click the interaction card again to collapse the interaction details.
CRM activity links to recordings and transcripts
Administrators can configure automatic CRM activities to include direct links to recordings and transcripts in Conversation Analyzer. Only users with appropriate Conversation Analyzer permissions can access content through these URLs. For configuration instructions, see Configuring agent automation rules.
Searching transcripts
Expand the interaction you want to search (see Viewing detailed information about a specific interaction earlier on this page).
Locate the Transcript and recording section.
In the transcript search box, type the word or phrase you want to find (for example, "refund," "account number," "next steps").
The transcript highlights matching results.
Use the search navigation buttons (if available) to jump between multiple matches.
Understanding sentiment indicators
If sentiment analysis is enabled for your account, interaction history displays sentiment indicators showing the overall emotional tone of each interaction.
What sentiment indicators show:
Number Range | Sentiment | Description |
|---|---|---|
-1 to -0.6 | Very negative | The customer's overall tone was very negative, indicating strong frustration, dissatisfaction, or distress. |
-0.6 to -0.2 | Negative | The customer's overall tone was negative, indicating frustration, dissatisfaction, or concern. |
-0.2 to 0.2 | Neutral | The customer's tone was neither particularly positive nor negative. |
0.2 to 0.6 | Positive | The customer's overall tone was positive, indicating satisfaction or contentment. |
0.6 to 1 | Very positive | The customer's overall tone was very positive, indicating strong satisfaction or happiness. |
No data | No data available | Sentiment data is not available for this portion of the interaction. |
Sentiment calculation
Sentiment is calculated based on the words and tone used during the interaction. It does not reflect whether the issue was resolved or the outcome.
When No data available appears
Sentiment data may not be available in the following situations:
At the beginning of the call, before the first sentiment value has been calculated.
If no new sentiment value has been calculated for a configured period (twice the sentiment interval). For example, when the interval is 30 seconds, after 1 minute of no new sentiment value being calculated, "No data available" is displayed.
If the sentiment value received is outside of the configured threshold. For example, if the sentiment value is 0.36 but the configured threshold is 0.5:1.0, "No data available" is displayed.