View Contact History

Contact History lets you view your past interactions from the last three days. You can see details for each interaction and redial a call directly from the history.

Contact History displays the following details for each interaction:

• Call Type — Inbound or Outbound

• Phone Number — The number associated with the interaction

• Skill — The skill associated with the interaction

• Agent Name — The agent who handled the interaction

• Date and Time — When the interaction occurred

• Status — The current status of the interaction (for example, Closed)

To view your contact history:

1. From the BYOT app navigation, select Contact History. A list of your past interactions from the last three days appears.

2. Review the interaction details — call type, phone number, skill, agent name, date and time, and status.

To redial a call from contact history:

1. In the Omni-Channel widget, select an outbound skill from the Outbound Phone Skill dropdown.

2. In the Contact History list, click the Redial button next to the interaction you want to redial. An outbound call is initiated to the phone number from that interaction.

3. When the call ends, a new contact history entry is created automatically with the updated details and status.

   Contact History does not require any special permissions. Some configuration steps are required during setup. Contact your administrator for setup details.