How to find customer and assignment history

How to find customer and assignment history

The Customer History panel displays the content of previous conversations with the selected customer over chat, email, and messaging channels. To open the Customer History and Assignment History panels, do one of the following:

  • In the top-right corner of the Agent Workspace, click Customer History .


    Figure 1. Agent's experience in the workspace
  • In Monitor View, select a work item and click Customer History at the top of the information panel on the right.


    Figure 2. Agent's experience in Monitor View

How to find assignment history

Important: You must have Account settings > View Assignment History permission to view the Assignment History panel. Otherwise, you can only see the Customer History panel.

The Assignment History panel shows the lifecycle of a conversation within your organization. Each time the conversation is assigned to an agent or department, Bold360 creates a new entry in the assignment history.

Assigned to
The agent who was last assigned to the work item.
Assigned by
Name of the person who last assigned the conversation to the agent. ACD is displayed when the conversation was assigned by Automatic Distribution. See How to automatically activate chats (Automatic Chat Distribution).
Department
Department of the agent who was last assigned to the conversation.
Assigned at
Time and date when the work item was assigned to the agent who is currently helping the customer.
Accepted at
Time and date when the agent last accepted the conversation.
Reassigned / Ended at
Time and date when the conversation either ended or was reassigned. When a conversation ends, its lifecycle also ends and there will be no more entries in the assignment history.
Reassigned to
Name of the department that the conversation was reassigned to. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.
Reassigned by
Name of the person who reassigned the conversation to the agent. ACD is displayed when the work item was assigned by Automatic Distribution. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.