UCCX 12.5 - My History in Finesse

This document covers the My History screen in Finesse
The My History screen has two parts: Recent Call History and Recent State History

Recent Call History

The Recent Call History will list all incoming and outgoing calls since midnight.

Type: Whether it was inbound or outbound
Number: Caller's phone number
Disposition: What happened to the call, answered or unanswered
Wrap-up reason: If your team uses Wrap-Up Reasons, that will be displayed here. Most teams do not use this.
Queue: If it was a queue call, the name of the queue will be there.
Start time: When you received the call.
Duration: Duration of the call.
Actions: If there is a a telephone symbol there, you may select that to call that person back.

Recent Call History Screen

Recent State History

The Recent State History will list all your state changes since midnight.

Recent State History Screenshot

If you need further help, please contact the DoIT Help Desk for assistance.

Keywordscisco contact center express call center Finesse agent agents phone telephone reports section desktop redial log records state recent calls caller   Doc ID109872
OwnerELIZABETH C.GroupVoice Services
Created2021-03-24 12:44:51Updated2021-07-13 13:36:09
SitesDoIT Help Desk, Voice Services
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