History view is divided in to two different views:
Personal history - all direct calls you have made or received
Queue history - service calls received by you
Personal history
Calls are listed with the latest on top. Each call has the name or phone number of the caller, time and date, direction of the call and possible icon indicating a call recording.
Calls on the list can be expanded to see more functions and to access call details. For example, the number can be called back, SMS sent or call recording can be listened to.
Time range for the calls displayed can be selected from top row icon.
Privacy
Privacy view can be accessed from top row icon. This view displays your latest personal calls and their Privacy status. You can change the Privacy status of each call to work or private call.
Automatic categories for setting Privacy per call can be set as well.
Queue history
Similar information can be viewed as in Personal history. The view lists only the service calls you have received.
Time range for the calls displayed can be selected from top row icon.
Service calls
This view can be accessed from top row icon under Queue history. You can view organization’s service calls. Answered, transferred and missed calls can be found here. This view lists also the other users' service calls if you have access to them.
Each call can be expanded with call detail information.
Also extensive filtering can be used to narrow down the list of calls.
Timeline
Timeline can be found in Service calls, at the bottom of Call details. This view gives an insight on what happened during the call.
For example:
the service queues involved
IVR selections done
prompts played
allocations
declines or answers
and more.
Technical event log
Alternatively, the timeline can be displayed as technical event log. This gives the same information as timeline but in a more technical format. This was previously the only option before timeline was introduced.
