Overview
The Conversation History feature provides you with a comprehensive record of all calls made and received by your dedicated queues. Use Conversation History advanced filtering, get full visibility of customer interactions, and make data-driven decisions.
Who uses this feature
Administrators, CSRs, and managers
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Permissions are required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
You can search for specific conversations on the Conversation History screen. The search field accepts any conversation-related details you provide, making it easy to find what you're looking for.
Your view of the Conversation History may vary depending on your permissions. The permissions that affect Conversation History are:
Listen to call recordings
Edit user's own historical conversations
Edit all historical conversations
View AI analysis on user's own conversations
View & Edit AI Analysis of All Conversations
Access the Conversation History screen
Access your queue's call logs with conversation history. Access detailed call information and apply advanced filters for specific data.
To access Conversation History:
Go to Contact Center Pro.
Click Conversation History to view the details of the calls for your dedicated queues.
The Conversation History screen opens which includes two sections:
Closed: Serves as the repository for all calls that have been ended and closed by the agent, including those that may not have been dispositioned yet.
Open: Displays ended calls that were not marked as Closed and manually classified. This view lets you monitor completed customer interactions to ensure that all calls have been classified.
The Conversation History screen provides the following information:
Date/Time: The date and time of the conversation
Channel: The channel through which the conversation took place
Inbound call
Outbound call
Duration: The amount of time spent in the conversation
Account: The name of the company (location) the customer reached out to
Customer: The customer's full name or phone number if a customer record was not attached during the conversation
Agent: The name of the agent who interacted with the customers
Type: The task type that indicates the outcome of each conversation
Abandoned
Booked
Excused
Unbooked
Not a Lead
Reason: The reason detailing why there wasn't a job booked or specifying the nature of the conversation
Sentiment: The customer's mood during the interaction (powered by Titan Intelligence)
You can also filter the information to focus on specific aspects of the customer interaction. For more, see View and manage closed communications in Conversation History.