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There may be times when you need to look back at an interaction with a Lead or Customer but can't remember their name, location or when it happened. When things like this occur, you can use the All Interaction History list to search for interactions based on name, the location it occurred or the time it happened. The purpose of this guide is to explain how to access and use the All Interaction History list to find specific Lead or Customer interactions.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
(A) History
icon- Click to access the Unprocessed and All list.
(B) All - Upon clicking
theHistory
icon, the list will default to Unprocessed. Click to view the
full Historycomplete communication list. The All list will show all historical communication, including Unprocessed items. Click here to learn how to disposition calls.
Navigating the All
List
- (D) Channel dropdown
(C)
Sort dropdown - Click to sort the list by newest to oldest or oldest to newest.Filter by Communication Type - The list will initially default to show all communication types. Click to filter the list by communication type.
(
ED) Filter by Call Types -
(F) Date Range dropdown -The list will initially
default to show communication from the past 30 daysshow all call types. Click
to edit the filter. Options include All Time, Today, and the Past 7 Days. You also have the ability to create a custom date range.(G) Location dropdown - The list will default to showthe dropdown to select filtering options that will focus the list.
(E) Filter by Date - Click the dropdown to show Leads created within a specific time period.
(F) Filter by Location - The list will initially include historical communication from all locations you have access. Click the dropdown to
filter by specific locationselect locations and filter the list.
(
HG)
Additional filters - Click to further filter the list by name, email address, phone number or employeeAdditional Filters - Additional filters include;
Name
Email address
Phone number
Employee who originally created the Lead or Customer
(
IH) Apply - Click to apply your filters and update the list accordingly.
(
JI) Reset - Click to remove all applied filters.
- Pagination - Enter a (K) page number (out of the total), (L) skip to the next page, and (M) adjust how many results are shown per page.
(J) Communication type - Indicates the communication type as well if it was inbound or outbound. Types include
phone, text, chat, email, or voicemail. (P;
Phone
Text (Both One-Way or Two-Way, if enabled)
Chat
Email
Voicemail
Video Call
(K) Communication Information - Indicates whether the communication was inbound or outbound and who interacted with the Customer.
(
QL) Communication - Shows the length of the call (if appropriate) or the number of messages for email or text correspondence. Click to listen to the call or read the correspondence(s).
(
RM) Location - Indicates the location the Lead or Customer is associated.
(
SN) Time stamp - The date and time the communication occurred.
