History

History

Overview

A quick summary of how to navigate the History of workitems

The option to view the history of workitems can be found on the Main Menu under the submenu of Recordings.

This option only displays the history of workitems and listen to recordings and voicemail based on your privileges.

Searching for a workitem

To search by a specific phone number or Workitem ID, enter the information in the top search window and click Search.

By selecting the choices in the drop-down fields, you can limit the search by the following criteria:

  • Specific user
  • Campaign
  • Queue
  • Disposition
  • Duration
  • Date range
  • Or any combination of the above options

From the result set of the above search, click on the workitem you wish to view the details of.

Tabs

The Tabs located along the top act as shortcuts to navigate to the specified area.

You can either scroll down to the options you wish to view, or you can click on one of the Tabs along the top and the system bring you to the selected section automatically.

Information

This section includes the workitem details as follows:

From The origination address of the workitem.

To The destination address of the workitem.

Priority The priority assigned to this workitem.

Created At The date and time that the workitem had been created.

Queued At The date and time that the workitem entered the queue.

Terminated At The dat and time that the workitem had been terminated.

Offered At The date and time the workitem was offered.

Assigned At The date and time the workitem was assigned to an agent.

Dispositioned At The date and time the workitem was dispositioned.

Workitem ID A unique ID associated to the workitem.

Owned By The agent that handled the workitem.

Queue The name of the queue that the workitem was handled by.

Campaign The name of the campaign where the workitem entered.

Disposition The disposition assigned to the workitem (if dispositions are disabled, this value will be -1).

Duration The duration of the workitem.

Region Id The name of the region where the workitem data is being stored.

Contact

This section will display the details of the contact record that had been assigned to this workitem.

If no contact record had been assigned, this section will not be displayed.

Recording

Phone call workitem

Play Recording/Voicemail

  • Click on the Arrow key to listen to the recording or voicemail.
  • Click on the speaker to mute the playback.
  • Click on the 3 dots for the option to download the recording/voicemail to your computer.
Chat, SMS, Email or Social workitem

The entire Chat, SMS, Social Media or Email conversation will be displayed

Data

The data section will contain the value of any variables that have been configured in the workflow.

Events

This section will display one line for each event that transpired during the course of the workitem.

Entered Date/Time The date and time that the event started

Duration The amount of time the event took to complete

User Name The name of the user that handled the event

Name The name of the queue that the event came from

Result The description of the event

Priority The priority assigned to the event

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The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

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