View the interaction history for a contact


Prerequisites
  • PureCloud 3 license (for surveys)

The following permissions:

  • Analytics > Conversation > Detail >view
  • Routing > Wrapupcode > View

When an agent verifies an external contact during an interaction, PureCloud adds a record of that interaction to that contact’s interaction history. The interaction history for a contact shows all the interactions that the contact has participated in, including callbacks, chat, email, message, and phone interactions.

You can view an external contact’s interaction history from a current interaction or through External Contacts.


  1. From a profile in the Interactions panel, click the arrow beside the external contact’s name.contactprofilearrow

    The contact’s full profile opens to the right of the Interactions panel, Previous interactions appear in the Interactions section.

  2. To filter interactions by type, direction, and survey, click .

  3. The Survey column indicates whether the contact completed a survey for the interaction. To see a summary of the survey results, hover over the . To open the full survey, click the . For more information about surveys, see About web surveys.

  4. To view older interactions in the Interactions list, use the date range selector arrows.interactionhistory3
  5. To see the full note for an interaction, click the note’s title.
    NoteThe notes visible in the interaction history are the notes entered by agents in the Interactions panel during an interaction. These notes are different from notes added directly to a contact’s profile. To add a note to an interaction, see Enter notes for an interaction. To add a note to the contact’s profile, see Manage notes for a contact.
  6. To access the full interaction detail view, click an interaction’s row. 


  1. Click Directory > External Contacts.
  2. Click the External Contacts tab.
  3. If necessary, search for the contact.
  4. Click the contact. The contact record opens.
  5. View the Interactions section.
  6. To filter interactions by type, direction, and survey, click .
  7. The Survey column indicates whether the contact completed a survey for the interaction. To see a summary of the survey results, mouse-over the . To open the full survey, click the . For more information about surveys, see About web surveys.
  8. To view older interactions in the Interactions list, use the date range selector arrows. interactionhistory3
  9. To see the full note for an interaction, click the note’s title.
    NoteThe notes visible in the interaction history are the notes entered by agents in the Interactions panel during an interaction. These notes are different from notes added directly to a contact’s profile. To add a note to an interaction, see Enter notes for an interaction. To add a note to the contact’s profile, see Manage notes for a contact.
  10. To access the full interaction detail view, click an interaction’s row. 


Notes:
  • The interaction history includes only records of ACD interactions. It does not include records of standard business calls and emails.
  • Newly created or updated contacts may take several minutes to appear in the agent view for inbound interactions.