In the agent console, click the arrows in the upper left corner to reveal the history pane.
.png "image(155).png")
In the history pane you can do the following:
.png "image(156).png")
Note
Your history pane may not have all the features described below. The history pane is enabled and configured by your administrator in system settings. For more information, see Configure agent session history.
Search and view previous sessions
Search and view previous sessions in any of the following ways:
Text search - In the top search bar, start typing the name of a customer. If this feature is enabled, you can filter the results by team, showing My history (only your own sessions), My Team (your team’s sessions) or All (all sessions in the system).
.png "image(158).png")
Updated sessions - Under My history, view sessions in which the customer completed actions since you last logged into that session.
.png "image(160).png")
Your most recent sessions - In the bottom list, browse through your own sessions, listed with the most recent one that you entered on top. Use the filter to show either All sessions, Completed, or Incomplete.
.png "image(161).png")
Resume a session
Click the relevant customer name in the history pane.
The session opens and you can resume collaboration with the customer.
.png "image(162).png")
Transfer ownership of a session
Using the history pane, you can enter the session of a different agent and transfer ownership of it to yourself.
To transfer a session:
Search for the customer name in the top search bar (see above) and click it.
Ownership of the session is transferred to you and you enter into the session.
Note
If the other agent has the session open, a notification is sent to her and she will have to approve the transfer.