Search History

The Contivio Search is a search portlet.  Users can retrieve past communications for a specific customer from the CRM for any contact center.

Side Bar Navigation
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Side Bar Recent History.

Search

Recent History is the third (3rd) option in the Contivio.com Side Bar – directly below Call Information.


Search History
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Recent History Search.
A user can navigate to the Recent History portlet to review inbound call history using the ‘Search’ icon.  Call history is only retrieved for the specified ‘Customer/Contact ID’ number (e.g., 1111) and the selected ‘Contact Center’ (drop-down list).      

Recent History displays six (6) pieces of information.  From left to right, they are:
  1. Media Direction (e.g., inbound)
  2. Media Type (e.g., voice call)
  3. Date-time Stamp (e.g., mm/dd/yyyy hh:mm:ss)
  4. Internal Queue ID (i.e., a numeric alias)
  5. Contact (e.g., first and last name)
  6. Call Notes (not displayed)

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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