Viewing Historical Interactions in Skylight Desktop
When handling an interaction, you might want to see the contact's past interactions. Details from past interactions might help you with the contact's current inquiry.
If you don't see the customer management panel, click the arrow (
) to expand it.
To view historical interactions:
- On the customer management panel, click History. On the History tab, tiles for the most recent interactions are shown.
- Direction: The direction of the interaction, which is either Inbound or Outbound.
- Queue: The queue that the interaction waited in before connecting with an agent.
- Time: The time of day that the interaction began.
- Date: The date that the interaction began.
- Days/Hours/Minutes Ago: The time that has passed since the interaction occurred.
- Disposition Code: The disposition code applied to the interaction.
- Click the interaction for which you want to view more details.
Extended details are shown including:
- The subject of the notes entered for the interaction
- The icon indicating the interaction's channel type
- The names of the agents involved the interaction
- The length of time that each agent was in the interaction
- Click [...] to expand the interaction history details including:
- Interaction notes
- Audio recordings available for playback
- Messaging transcripts
- Click Info to return to the contact's details panel.
Interaction tiles contains the following information:
