Contact History
Introduction
This article aims to describe the functionality of the Contact History option in the agent interface.
Administration section
First, the option "Allow
recording playback for history" needs to be activated at the general settings at activity
level in the administration module under campaign section :
Use case
If an agent answers a call from a known caller, she/he can retrieve the contact history on the same record by clicking on the 'History' icon and selecting the call to be listen to from the history list.
For example, if the caller is referring to a previous conversation, the agent can put the caller on hold, retrieve the previous conversation from the contact history and listen to the recording before retrieving the current call.
The recording will be played and in the "Recording playback" window, the agent can then pause or stop the recording :