5.19:Agent-guide/Tutorials/Cases/FilteringHistoryContent

• 5.19

Filtering Case History Content

Starting from Bright Pattern Contact Center version 5.9.0, it is possible for you to filter the content of a case’s activity history. Filtering a case’s activity history can help increase productivity by allowing you to focus on relevant case content and hide less relevant system-generated items.

Filter Options

There are two content-filtering options: Conversations and Events

If Conversations is selected, the following is displayed:

• Content and metadata (e.g., timestamps, names, etc.) of customer interactions
• Internal case notes
• Internal case dispositions

If Events is selected, the following is displayed:

• Content and metadata (e.g., timestamps, names, etc.) of customer interactions
• Internal case notes
• Internal case dispositions
• All case routing
• All case assignments
• All case transfer history
• All case state transitions

Note that interaction content includes recordings, transcripts, and email bodies and attachments.

How to Filter Case Content

If you wish to view the case content, notes, and dispositions, select Conversations from the drop-down menu.

Viewing a case with the Conversations content filter

If you wish to view all actions related to a case, select Events.

Viewing the same case with the Events content filter

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