View and manage closed communications in Conversation History

Overview

As a customer service representative, you can view the details of your past conversations in Conversation History. This allows you to edit and manage these records, ensuring accuracy and keeping the information current.

Things to know

• Conversation History is currently limited to calls that meet all of the following criteria:        

  • It is an incoming call

  • The call was answered by someone in a Queue

  • The call was classified

• The Conversation History screen is organized into two sections: Closed, which stores all ended calls closed by the agent, including those not yet dispositioned, and Open, which displays ended calls that were not manually closed or classified. This setup allows users to monitor completed customer interactions and ensure none are overlooked for classification.

• You can search for specific conversations from the Conversation History screen. Enter any conversation-related details in the search field to quickly find what you need.

• Contact Center Pro uses Titan Intelligence to summarize the interaction and analyze customer sentiments during the communication.

Conversation History permissions

Your view of the Conversation History may vary depending on your permissions. The permissions that affect Conversation History are:

• Listen to call recordings: Allows the employee to listen to call recordings and see transcripts in the Conversation History screen.

• Edit All Historical Conversations: Allows the employee to edit any closed conversation, regardless of who took the call. They can edit the sentiment, call type, or call reason and also rate the summary for accuracy.

• Edit User's Own Historical Conversations: Allows the employee to edit their closed conversations within the Conversation History. As the agent that originally took the call, they can edit the sentiment, call type, or call reason and also rate the summary for accuracy.

• View AI analysis on user's own conversations: Allows the employee to edit the sentiment on closed conversations in which they took the call.

• View & Edit AI Analysis of All Conversations: Allows the employee to edit the sentiment on any user's closed conversations.

• Download transcripts and call records: Allows the employee to download transcripts and audio recordings of calls for review.

View closed communications

Locate all your previous conversations easily and access all related details through Conversation History.

To access conversation details:

1. Go to Contact Center Pro, and click Conversation History. 

2. Find and select the conversation for which you'd like to access details. 

   Tip: Apply filters to narrow your results. Click Download Report to get the results in CSV or XLSX format.

   

In the Conversation Details screen that opens, you can find the following information:

Overview

• Summary: The summary of the call generated by Titan Intelligence

• Date: 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

• Agent: The name of the agent who interacted with the customers

• Sentiment: Powered by Titan Intelligence, sentiment reflects the customer's mood during the interaction        

  • Good

  • Neutral

  • Bad

• Type & Reason:        

  • Type: The task type that indicates the outcome of each conversation                

    • Abandoned

    • Unbooked

    • Excused

    • Booked

    • Not a Lead

  • Reason: The reason detailing why there wasn't a job booked or specifying the nature of the conversation
    

Note: Based on your permissions, some sections of the Conversation Details screen may be limited.

Notes

• Original CSR notes: The notes added by the agent when they finished the call, describing what the call was about and what actions were taken.

• Reclassification Notes: The notes added later if the case was reviewed and its type and reason were changed. 

Customer

• Customer: The customer profile attached to the call

• Account: The name of the company (brand) the customer reached out to

• Locations: The locations associated with this call and the job IDs booked during the call 

Recording and Transcript

• Recording: An audio file of the conversation (if applicable)

• Transcript: Summary or full text of the conversation, including timestamps 

Note: You can download the transcripts of your conversations to your computer.

Call Journey

The Call Journey organizes call events into ordered stages, providing a complete, end-to-end view of how a call moved through queues, agents, workflows, and post-call actions.

Note: If you use the Contact Center Pro app and the web version, your calls may be listed twice in the Conversation History.

Apply filters to Conversation History

You can customize how your conversation history report displays and add filters to narrow your results. To apply filters to your report:

1. Navigate to Contact Center Pro, and click Conversation History to view the details of the calls for your dedicated queues. 

2. Default filters like Date Range, Type and Channel are provided on the Conversation History screen. Click the corresponding dropdowns to filter results and then click Apply. 

3. For more advanced filtering, click All Filters . 

4. In the All Filters screen that opens, apply any filters you'd like.        

   1. Apply filters related to Call Details.                

      1. Click the Date dropdown to select a date range for the conversation.

      2. Click the Channel dropdown to select the channel through which the conversation took place.

      3. From the Account dropdown, select the company (tenant) the customer reached out to.

      4. Select the Display ID to find a specific call.

      5. From the Sentiment dropdown, choose the sentiment assigned to the calls.                        

         Note: The sentiment is an AI calculation represented with emojis. For example, if you want to find all calls where the customer was upset, filter by the angry emoji to return only those calls.

   2. Apply Call Assignment filters according to your preferences:                

      1. From the Agent dropdown, select the name of the agent who interacted with the customer, including Voice Agents.

      2. Click the Type dropdown to select the outcome of the call.

      3. Select the call reason from the Reason dropdown.

5. When you're finished, click Close. 

Note: Click Clear Filters to reset and remove all selections.

Manage closed communications

As a contact center manager, gain insights and update closed conversations for accuracy.

To view and edit closed communications:

1. Go to Contact Center Pro, and click Conversation History.

2. Find and select the conversation for which you'd like to access details.

3. In the Conversation Details screen, that opens, make adjustments as needed.

Update the summary

In the Summary section, click Edit to change the AI-generated summary of the conversation.

Tip: You can also rate the summary to help improve the accuracy and quality of future summaries.

Note: You can revert to the original summary to discard any manual edits you've made. However, note that this action cannot be undone.

Edit the sentiment

In the Sentiment section, click Edit and select the right option to reflect the sentiment of the interaction and confirm your selection.

Reclassify the call

In the Type & Reason section, click Edit to change the call type and call reason. Add details as needed and confirm your selection.

Want to learn more?

• See Contact Center Pro

• See Conversation History screen overview