Viewing Interaction history and listening to voice messages in Agent Workspace
Overview
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.
Additional features:
Voicemail: If enabled, you can find and listen to voice messages that contacts have left for you.
Personal queues: If enabled, you are notified of missed personal queue voice interactions and can view them directly in Interaction history.
Feature locations:
What you can do | Where to find it |
|---|---|
View past interactions | Interaction history - left panel. |
View missed personal queue calls | Interaction history - red circle indicator. |
Filter by interaction type | Filter icon or tabs. |
View interaction details | Right panel - select an interaction. |
Listen to or delete a voice message | Voicemail information section. |
Prerequisites
Prerequisite | Details |
|---|---|
Voicemail | Must be enabled for your account to find and listen to voice messages in Interaction history. |
Personal queues | Must be enabled for your account to receive notifications and view missed personal queue calls in Interaction history. Contact your administrator to enable this feature. |
Accessing interaction history
Click the Interaction history icon in the navigation bar to open Interaction history.
You can see a list of all your past interactions in the left panel, made and received within the last 30 days.
New interactions
You can receive new interactions while viewing Interaction history.
Interactions list
In the left panel, you can see a list of your past interactions made or received within the last 30 days. Interactions are categorised into calls, chats, and emails.
Each interaction card shows a summary including:
The display name set for the interaction (for example, José D'Angelo) and number (for example, +441234567890). If no display name is set, Unknown contact appears.
Display name - outbound calls
To display a contact's name on outbound calls, you must use an outbound interaction plan.
The date (for example, 15 July) and time (for example, 11:11 am) the interaction was made or received.
The type and direction of the interaction: inbound call, outbound call, missed call, Webchat, SMS, WhatsApp, or email.
Whether a voice message is available and whether it is new.
A red circle indicator on the interaction tile if the interaction is a new, unhandled missed personal queue call.
Missed personal queue indicator
This indicator applies to voice interactions only. It does not apply to digital interactions such as email, SMS, or webchat.
For more information on handling interactions, see Handling voice interactions in Agent Workspace and Handling digital interactions in Agent Workspace.
Viewing missed personal queue calls
If the personal queue missed call notification feature is enabled for your account, all missed personal queue voice interactions are automatically logged in Interaction history - even if you rejected the call or were unavailable.
To view and follow up on missed personal queue calls:
Click the Interaction history icon in the navigation bar.
Look for interaction tiles with a red circle indicator - these are new, unhandled missed personal queue calls.
Filter for missed calls
Alternatively, use the Missed calls filter to display only missed interactions. For more information, see Filtering interactions later in this page.
Click the interaction to view its details in the right panel.
Missed personal queue call logging
Missed personal queue calls are logged in the following scenarios:
You explicitly rejected the call - the interaction, including any resulting voicemail, is logged and you are notified.
You were unavailable - calls are logged when you are logged out, in an Away state, or busy, so you can follow up when you next become available.
Page refresh resets notifications
The missed call notification indicator is managed on the frontend. If you refresh the page, unread notification indicators are reset. Make sure to review your Interaction history before refreshing Agent Workspace.
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, Chats, and Emails.
Click the filter icon to select detailed options.
Filter options
Filter interactions based on interaction type:
Filter | Description |
|---|---|
Calls | All call interactions |
Missed calls | Calls you did not answer, including missed personal queue calls |
Inbound calls | Calls received |
Outbound calls | Calls made |
Voice messages | Interactions with an associated voice message |
Call recordings | Interactions with an associated call recording |
Chats | All chat interactions |
Webchat | Webchat interactions |
SMS | SMS interactions |
WhatsApp interactions | |
Emails | All email interactions |
All emails | All emails across all threads |
Multiple filter options behavior
If you select one or more filter 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:
Field | Description |
|---|---|
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. Can be 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, chats, and emails 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 centre's phone number. For an outbound call, the to address is the phone number of the external contact dialled. |
Service name (inbound calls, chats, and emails 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. The duration is calculated from the time you accepted the interaction or the interaction was auto-accepted. |
Queue (inbound calls, chats, and emails 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 conversation 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, SMS, WhatsApp, or Email. |
Voicemail information
Where a voice message is available for the interaction, the Voicemail information section appears.
For more information on recording voice messages for, see Leaving a voice message using voicemail drop in Agent Workspace.
Listening to or deleting a voice message
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.
Transcripts
If enabled for your account, transcripts are located in the Interaction details card.
The transcript title indicates the interaction type. For example, Phone transcript, Chat transcript, or Email transcript.
Key features
You can locate specifics within all types of transcripts using the Search by keyword search bar.
Underneath Email transcripts, you can locate Email attachments, containing all attachments for the selected email thread.