History¶

The History page provides a detailed audit trail of all conversations handled through the platform. It allows supervisors to review past interactions, investigate specific calls or messages, and analyse conversation activity across different communication channels.

History includes records for the following conversation types:

• Phone calls
• Team chat
• SMS
• FAX

By default, the page displays all conversation channels with no channel filter applied.

Each conversation record includes the following details:

• Type – Indicates whether the conversation was Inbound or Outbound.
• Channel – Communication channel used: Phone, Team Chat, SMS, or FAX.
• From / To – The originating and destination number or the associated contact name.
• Date – Date and time when the conversation occurred.
• Duration – Length of the conversation. A recording icon indicates that a call recording is available.
• CX Score – AI-powered customer experience score for the interaction.
• Labels – Custom tags assigned to the conversation for categorisation or analysis.

Search conversations history¶

Use the search field to quickly find conversations by number, contact name, or other identifiers.

Filter conversations history¶

Apply filters to narrow down the list of conversations based on channel, type, number, or other available criteria.

Filter by date¶

Use the date selector to display conversations within a specific time range.

Manage history reports¶

Click Manage History > Manage Reports to create a report based on the current conversation filters. The report will reflect the selected filters. For more information, see Scheduled Analytics.

Manage AI Dictionary¶

Click Manage History > Manage AI Dictionary to define specific terms that would be highlighted in call transcripts. Terms added to the dictionary will appear in bold within transcripts and notes. For more information, see Settings.

Manage history labels¶

Multiple conversations can be selected to perform bulk action: assign or unassign labels. Bulk labelling helps categorise conversations for later analysis or reporting.

View conversation details¶

Click the menu icon (⋮) > See details on any conversation record to open the conversation detail view.

The detail view include:

• General conversation information
• Call recording and transcript (not available for conversations shorter than 10 seconds)
• AI-powered summary and actions (available with CX Add-on)
• Labels

This view provides a deeper understanding of individual interactions and allows supervisors to review the full context of a conversation.