How to use Interaction History

Use Interaction History to see interactions and recordings.

Interaction History has the following parts:

  1. Date filter
  2. Additional filters
  3. Panel
  4. Columns selector
  5. User menu

Date filter

Allows you to filter the interactions that are in the Panel. By default, Interaction History displays interactions from the previous day.

Click Start to select a start date and time, and End to select an end date and time.

Additional filters

Allows you to filter interactions by other criteria. The available filters are:

  • Directory
  • Campaign
  • Agent
  • Team
  • Interaction Duration
  • Service
  • Media
  • Contact Profile ID
  • DNIS/To
  • ANI/From

FastPath

The additional filter DNIS/To allows using the wildcard character %. For example, to search for all numbers that start with 123, enter 123%.

Panel

Displays the interactions that match the Date filter and the Additional filters.

Columns selector

Allows you to configure which columns you want to display in the Panel.

The available columns are:

  • Media
  • Type
  • Service Name
  • Campaign Name
  • Agent Name
  • From
  • To
  • Interaction Id
  • Interaction Duration
  • Contact Profile UniqueId
  • Full Name
  • Moment
  • Directory Name
  • Script Session Id
  • Was Recorded

You can also Refresh the Panel.

User menu

Logs out the user from Interaction History.