Interaction history card

This card displays the recent interactions that the customer has had with an agent either by phone or through chat.

Interactions associated with the account, consumer, or contact are grouped by date and sorted with the most recent date shown first. Each interaction entry show:

• Channel icon: A visual indicator of the interaction channel (chat or phone).
• Interaction number: A link that opens up the full interaction record (for example, IMS0000011).
• Short description: A brief summary of the interaction, including the contact name and the agent assigned to the interaction.
• Relative timestamp: How long ago the interaction occurred (for example, "about a month ago").

Remarque :

You can customize the interaction details that are displayed. See Configuring the Customer History component for details.

You can do the following:

• Search: Enter a key word to display interactions meeting the search criteria.
• Filter: Specify filters to view phone or chat interactions.
• Date range: Browse interactions by date.
• View more: 10 interactions are displayed by default. Select View More to view additional interactions.

The information displayed in the interaction history is based on the facets configured for the activity contexts. For more details, see Create facets for activity contexts.

Remarque :

Apart from the Interaction history card, you can also view the Customer History in the contextual sidebar which shows a broader range of activity categories and uses a different configuration.