1. Introduction/Overview
This guide explains how to use the new Customer History tab on the Call Center Studio Agent screen. This feature allows you to view the details of previous calls and CX Insights analysis results for the customer you are speaking with during an active call, enabling you to provide more informed and effective service.
This feature is designed for the Agent role.
2. Prerequisites
To use this feature, the following conditions must be met:
To see the Customer History tab, your account must have the
Call > Customer History Tabpermission assigned. If you do not have this permission, the tab will not be visible to you.To view CX Insights analysis data (e.g., Sentiment, Summary, Category), your company (tenant) must be actively using the CX Insights product.
3. Step-by-Step Instructions
When you receive or start an active call, the call details will be visible on your Agent screen.
In the call information area, under the Active Call section, click on the Customer History tab.
In this tab, you will see a list of past calls from the customer's phone number, sorted from newest to oldest.
If there have been no previous calls from this number, a "No Previous Calls" notice will be displayed on the screen.
Each past call entry contains the following details within its own section:
Basic Call Information:
Agent: The agent who handled the call.
Call Direction: The direction of the call (Inbound, Outbound).
Queue: The queue from which the call originated.
Tag: Tags that have been added to the call.
And other standard call details (e.g., Date, Time, Duration).
CX Insights Analysis:
Category / Sub-Category: The topic and sub-topic of the conversation.
Summary: An automatically generated summary of the call.
Sentiment: The customer's sentiment during the call (Positive, Negative, Neutral).
Resolution: The resolution status of the call.
Agent Actions: Actions performed by the agent.
Customer Requests: Requests made by the customer.
4. Tips and Best Practices
Check this tab at the beginning of a call to quickly get informed about the customer's previous interactions and provide a more personalized service.
Keep in mind that a maximum of the last 10 past calls will be displayed on this screen.
For calls that do not have a CX Insights analysis or where the relevant data is not available, the corresponding fields will be shown as empty.