Calls History

Heedify provides an overall call history and caller-specific history to review past calls and see caller context during an active call.

Overall history

The default history panel displays all incoming calls

History panel provide the following information:

• Caller ID or name
• Date and Time
• Call-flow name
• Queues that handled the call
• Call type (coloured icon) : handled/missed
• Timers : Call Duration, Call Handle Time, Waiting Time
• Agent Name coloured depending on call handle type (accepted/rejected)

History could be refined using the filter by Queue option.

Icons in the history

Heedify shows each call in the Agent Console history with icons, so agents read the call type, the queue, the agents involved and the timers at a glance in Microsoft Teams.

Icon	Meaning
Incoming call	A call you received. In the call details, it also shows the call flow the call came through.
Outgoing call	A call you placed. In the call details, it also shows who was called.
Missed call	A call that no agent answered.
Via call flow	Outgoing call: the call flow the call was placed through.
Queue	The queue the call went through.
Agent	The agent who answered the call, or the agent who placed an outgoing call.
Declined	An agent declined the call while it was ringing.
Rang, no answer	The call rang for an agent who did not answer, then went back to the queue.
Waiting time	Time the caller waited in the queue.
Talk time	Time spent talking with the agent.
Call duration	Total duration of the call.
Ringing time	Outgoing call: how long the call rang before it was answered.
Call back	Calls the number again. Shown when you hover over the caller.
Classification	Shows whether the call is classified. Click it to classify the call.
Transcription	Opens the call transcription, when transcription is enabled.
Call summary	Opens the AI summary of the call, when it is available.

Caller history

In the case of an active call, the history focuses solely on the caller’s history to provide the agent with pertinent information.