[Reading time: 1 minute]
Overview
The Interaction History tab in the small banner allows each user to review their own recent interactions without leaving the main workspace.
This tab displays the user’s personal interaction history, including calls, emails, and messages. A date filter lets you narrow down the display to a rolling period of up to 3 months. Interactions are displayed in batches of 50, with the option to load 50 more at a time.
1. Main display
Each interaction appears in a line that contains several information areas:
- Top of the line
- Routing type (Direct or Smart)
- Start date and time of the interaction
- Left side
- A channel icon shows the type of interaction (phone, email, SMS, WhatsApp, Messenger, etc.)
- The icon color indicates the direction of the interaction:
- Green = Incoming
- Red = Outgoing
- Center
- A flag indicates the country of origin of the number
- The number called or calling, or the email
- The last queue used during the interaction (clickable → opens the queue in the Maker)
- Other queues the interaction may have gone through
- Right side
- Button 1: open the interaction in the full interaction history module
- Button 2: expand the interaction directly in the small banner to view more details
2. Expanded details
Clicking the expand button reveals additional information.
Common information for all interactions
- Interaction ID
- Flow
- Direction (Incoming / Outgoing)
- Original routing
- Current routing
- Status
- Session start and session end
- Durations:
- Waiting time
- Processing time
- Post-interaction time
Additional information depending on the interaction type
Depending on the channel and flow, extra fields may appear, such as:
- Caller
- Number called
- Queue
- Sender
- Inbox
- Smart routing details
- etc.