Calls History

Overview

Heedify Agent Console offers a contextual calls history :

  • Overall history
  • Customer history

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.

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.