The History tab provides a summary of all interactions with the contact. This includes all email correspondence, live chats, mass mailings, notes entered by agents, etc. The contact history page has two modes: Chronological View and Case View.
The Contact History page
1)Show Notifications – this toggle shows and hides notification messages (auto responses, agent notifications, etc.) from history. The default view is to not show notifications.
2)Chronological view – the chronological view displays all interactions with the contact in chronological descending order (newest messages first). This view is the same as you would see from the Search Interactions page. This can be a good way to find a specific interaction when you don't know which case it's in. You can sort the table or use the filter box to quickly locate a single interaction.
3)Case view – the case you displays all interactions grouped by reference number This is the best way to understand a conversation that took place because it groups all the questions and answers together related to the conversation. the filter history box only searches the displayed text on the page. Most cases begin with a customer question. This can make it more difficult to find a specific interaction, such as an agent response, that isn't displayed on the page.
4)Exporting history – you can export the history displayed with these buttons. All records will be displayed regardless of the pagination.
5)Column visibility – you can add and remove columns from the display using this menu.
6)Pagination – for contacts with a lot of interactions, you can increase the number of items shown per page.
7)Filterhistory – use the filter box to reduce the number of interactions shown. The filter will match the full history display regardless of pagination.
8)Properties – this column displays all of the properties associated with the interaction. NOTE: Case properties are not shown in this view because they aren't tied to a specific interaction.
9)Display limits – iService only displays the first 2,500 interactions for contact to avoid problems loading the page. If the contact has more than 2,500 interaction, the following alert is displayed.
Alert when there are more than 2,500 interactions
If you need to find an interaction on a contact with more than 2,500 interactions, use the Search Interactions page.
In contact history, interaction rows are color-coded based on their interaction type (system generated notifications, questions, answers that send email to a contact, and answers that do not send email). For a detailed listing of every interaction type and their statuses, visit http://styleguide.iservice.info/pages/interaction-status-label.html. The colors are as follows.
Each interaction type and status has a custom label. Visit http://styleguide.iservice.info/pages/interaction-status-label.html for a detailed listing of every type and status. Similar to the color coding for each row, the type and status labels also have special colors.
Statuses for unresolved questions (unassigned and queued) are considered most important and are red.
Once questions are resolved, they require less attention so the status for resolved is green.
The chronological view of history provides a list of every interaction with the contact, and is sorted in descending order from the most recent interaction to the oldest. You can generate a similar page from the search interactions page using the following query.
An interaction search that matches customer history
The chronological history page is a convenient way to view this information from inside the customer info page. The color coding makes it easier to find questions and answers, and the data table has most of the same features as the search results page. However, if you need to do detailed analysis or export specific properties we suggest using the Search Interactions page as shown above.
The Case View of history contains the same details as the Chronological View, but interactions are grouped based on Ref#. These groupings of interactions are called a case.
A case can begin with any type of interaction (question from customer, agent action, or system generated event). Each case displays the following details.
The case view
1.The subject of the first interaction in the thread
2.The topic of the first interaction
3.The status of the case (Status is shown as resolved only when all questions in the case are resolved)
4.The type of interaction that started the case
5.The agent that resolved the last question of the case
6.The date of the interaction that began the thread
Expanding the case shows the details of the full history of the conversation, including any agent responses, system actions, and notes entered.
Viewing a full case history
In the figure above, the case history is expanded to show the interactions that have been threaded together to form a conversation. These interactions are as follows.
1.The case began with an incoming Customer Email from the contact.
2.Since the contact didn't exist, iService created a new contact and sent a notification describing the new account (contact creation).
3.An auto response was sent to the customer acknowledging their question was received.
4.The question was resolved by Landlord Administrator using a save and resolve note.
5. 6. 7. The landlord administrator then added three private notes to the case.
Each item within the history can be further expanded to view its details. For more information about working with interactions, see the Understanding Interactions section.
If you need to find an interaction on a contact with more than 2,500 interactions, use the Search Interactions page.
Color coding by type
