Interaction History

The Interaction History view provides you with specific information about where the interaction (voice,  e-mail, chat, and workitem) came from, who the contact is, and how long the interaction has been active.

• Contact—If the contact is in the contact database, the name of the contact is displayed. The display might also show the contact's number or e-mail address, or "Unknown".
• Duration—The time in hours, minutes, and seconds that you have been handling the interaction.

The Interaction History view is part of the Interaction window and the History tab of the Contact Directory view.