The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.
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 State History
The Recent State History will list all your state changes since midnight.