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      2. Agent User Guide Version 10.0.8
      3. Desktop App Navigation

      Search History (Article)

      Retrieve past communications for a specific customer or phone number

      HistorySearch


      1. Click the 'History' icon from the Side Bar  Screenshot 2022-11-01 at 4.04.26 PM
      2. Select the 'Contact Center' from the drop-down list
      3. Enter the ‘Customer/Contact ID’ number you wish to look up
      4. Click the 'Get Previous Contacts' icon  Screenshot 2022-11-03 at 3.55.28 PM
      5. Recent History will display the media direction, media type, contact information, and the date-time stamp.

      Note: Recent History only retrieves data from the Contivio.com Call Records, not the CRM.  Only those Call Records with the correct ID will be retrieved.

       

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