1. Description

The chronology of communications with the contact is displayed here (Fig. 1).

Open

Fig. 1. Timeline tab

1.1. Top Menu

The top menu displays the following:

• period for which the data is displayed (Fig. 2(1));

• filters by communication types in the form of checkboxes (Fig. 2(2)):

  • — calls;

  • — chats;

  • — emails.
    The number of entries of this communication type is indicated in brackets;

• button Collapse all — collapses data by days (Fig. 2(3)).

Open

Fig. 2. Top Menu

1.2. Communication history

The entries are displayed by days.

If you click on the date of the month, the list of communications that were with this Contact on this day is minimised/expanded.

1.2.1. Calls

— outbound call;

— inbound call;

— missed call;

— call transfer to another Agent;

— number of Agents to which the call was transferred;

— when clicked, the list of records opens and the icon changes to .

It consists of the following elements:

• Play/Pause button (Fig. 3(1));

• File playback track (Fig. 3(2));

• File playback volume control tool (Fig. 3(3));

• Settings button — used to set the file playback speed (Fig. 3(4));

• File download tool (Fig. 3(5));

• Close button (Fig. 3(6)).

— transcription of the record. Clicking the icon opens the Transcription modal window (Fig. 4).

— downloads the transcription file;

The table consists of these columns:

• Time — indicates the time interval in which the phrase was spoken. The count is in milliseconds, where 0 is the beginning of the conversation;

• Channel — indicates by whom the phrase was spoken;

• Text — the phrase that was spoken.

— opens the Call info page for this call in the History application.

1.2.2. Chats

— chat with a contact (Fig. 5);

— message from the Contact;

— message from the Agent;

— a message from a chatbot.

If the message is long, pressing expands the message.

Attached files in a message, depending on the format, are divided into:

— pictures;

— audio;

— video.

— end of communication

1.2.3. Emails

— inbound email from the Contact;

— outbound email;

— expands the message body.

If the email contains attached files, the file name will be displayed along with an icon depending on the file type (Fig. 6). Clicking on the file name opens the file in a new tab.

— image;

— audio files;

— video files;

— other file types (zip, docx, xlsx, pdf).

— unfolds the body of the message.