Interaction history and voicemail in Agent Workspace

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

For information about accessing and working with interaction history, see Viewing interaction history and listening to voice messages in Agent Workspace.

Key features

Browsing past interactions

Agents can see a list of all their current and past interactions in the left panel made and received within the last 30 days.

Filtering options

Agents can filter interactions based on interaction type:

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

Voice message indicators

Alongside an interaction, if there is an associated voice message, an indicator lets the agent know it's there and whether or not it's been listened to:

• New voice message: 
• Listened to: 

Interaction details

When an agent selects an interaction is selected, detailed information about the interaction appears in the right panel.

Voice message playback

If the interaction includes a voice message left on the agent's voicemail, a dedicated player appears in which the agent can listen to the message directly within the interface.