This guide explains how to use the History icon to access the Unprocessed list and how to use the list's filtering and search tools to find specific calls.
Accessing the Unprocessed list
History - Click to access the Unprocessed list. The number badge above the icon indicates the number of unprocessed calls that require your attention.
Navigating the Unprocessed list
Once you click History, the Interaction History screen displays your Unprocessed calls by default. Click All to display the entire call history list.
Unprocessed Call List Overview
The unprocessed list displays the calls that require your attention. You can filter the results by changing the following variables:
Filter by Communication type - By default, all communication types show in both the Unprocessed and All list. Click to filter the list by a specific communication type.
Filter by Time - By default, the list will show All Time items. Click to filter by a specific time period.
Filter by Location - By default, the list displays items from all locations to which you have access. Click to filter by a specific location(s).
Additional Filters - Click the + icon to access the additional phone number and employee filter.
Apply - Click to update the list according to your selected filters.
Reset - Click to remove all filters and view the entire list.
Page Pagination - For long lists, you can enter a specific page or Next to advance the list.
Results per Page dropdown - Click the dropdown to adjust how many items appear on each page making searches easier.
In the unprocessed list, each call displays the following information:
Call attributes, including call duration
Call location
Call summarization (hover your mouse over the icon to view the AI-generated call summary)
Call sentiment analysis (calls are rated Positive, Neutral, or Negative) based on the overall average sentiment of both speakers throughout the call.
Call date
Listen to the Call/Read the Text or Email - Click anywhere on the communication item to either listen to a recording of the call or read the transcript of the text or email.
Once you click on a call, you’re presented with additional information about the call, and can classify the call as necessary.
The middle of the screen gives the option to classify the call. Below, you’ll see the sentiment analysis (Positive, Neutral, or Negative), along with a transcript of the call.
The right side of the screen displays additional information, including unit data, along with a historical log of notes associated with the call.