Interaction History
What is Interaction History?
Interaction Activity and Interaction History provide full context and easy navigation of past customer interactions across all channels, including transcripts and recordings. Agents and supervisors use it to see what has already happened before they respond. Agents and supervisors use it to see what has already happened before they respond.
Interaction history is the record of a customer’s past contacts with an organization: calls, chats, emails, messages and other activity, with dates, channels, agents, outcomes and, where available, transcripts and recordings. Shown in the agent workspace, it lets an agent see what has already happened before responding.
Easy access to history reduces repeat questions and helps agents avoid contradicting earlier answers or commitments. It also supports supervisors who review quality, investigate complaints and coach agents. For AI tools, interaction history provides context that improves summaries and suggested next steps. When evaluating it, buyers usually look at whether history spans all channels, how quickly agents can find the relevant contact and how long records are retained.
Related: Customer context, Interaction, Omnichannel agent desktop, Totalix.