The History Flow tab is accessed in one of the following ways:
- By navigating through an Interaction to its completion. (The History Flow tab opens automatically when you click Done.)
- By performing a History search for a specific Interaction instance.
A History search involves providing a Caller Attribute for the Interaction instance that you want to view. The specific Caller Attribute that is made available to agents varies according to the method in which the incoming call (from the Interaction user) is handled. The Caller Attributes that are currently supported are listed and described in the following table.
|Click to Call Caller ID||Used when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. This attribute is allocated automatically as a Read Only variable.|
|Call Return Number Entered||Used when the Interaction user requests a callback from an agent. The value is the customer's phone number (entered by the customer when the callback request is initiated). This attribute is allocated automatically as a Read Only variable.|
|DTMF||Used when Direct Dial with DTMF is selected as the Call Now handling method. The DTMF code (which is associated with the unique ID of the Interaction instance) is passed with the call. This attribute is allocated automatically as a Read Only variable.|
|History Search ID||Used when the call center has passed a unique identifier in the historySearchId parameter for the Interaction instance URL.|
|DNID||Used when the DNIS Application is used to handle calls from Interaction users. This attribute is allocated as a read only variable.|
For more information about Call Now settings and how to configure them in the Admin Console, refer to Configuring Call Now Settings.
By default, a History search returns Interaction instances that were run within the past three months. If no results are found within this time period, the system will prompt you to indicate whether you would like to extend the search. An extended search returns Interactions completed within the last year. Note that doing an extended History search may prolong the search time.
To perform a History search:
- From the Search tool dropdown, select History.
The History placeholder appears in the search box.
- In the field to the right of the placeholder, enter the Caller Attribute for the relevant Interaction instance, and then click the Search icon.
If the matching Interaction was run within the past three months, the History Flow tab opens, with the Answers sub-tab displayed by default.
- If no matching Interaction instance is found, the following message is displayed:
To extend the search, click Yes.
If the matching Interaction was run within the past year, the History Flow tab opens, with the Answers sub-tab displayed by default.