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Viewing Interaction Histories

Oracle Contact On Demand tracks what happens to each customer interaction in a separate file, called an interaction history. Similar to a log file, the interaction history includes such information as the agent, priority, and routing for the voicemail. Interaction histories are stored as attachments to the activity records.

To see the interaction history

  1. Select the activity.
  2. On the Detail page, scroll down to the Attachments sections.
  3. Click View in the Interaction History row.
  4. To see further details, click the specific link in the history.

    For example, you can click this link to review the reply you sent to an email: Saving the transcript of the email reply.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.