Administrator session history

This article explains the History page that is available to users with a profile admin or team supervisor role.

Note

A team supervisor user can only see the sessions started by members of his team.

You can search for collaboration sessions and view the following information:

• Start date of the session

• Team and user name of the agent

• Name and contact channel of the customer

• Number of times the customer connected to the session

• How many Workflows were sent and how many completed

You can also open the customer side of the collaboration room.

To use the administration session history:

1. On the settings Home page, under System usage, click History.
   The History page appears.
   

2. Create a search filter:

3. Select a team from one of the following team filters:
   

   • Filter by team - According to the agent’s home team, even if they used different settings for the session

   • Filter by session settings - According to what settings were used in the session, regardless of the agent’s home team
     

4. Click + (plus) to add more conditions to the criteria.

5. Click Search.
   Results appear under Interactions.

6. If necessary, click the view icon to open the customer side of the collaboration room.