Dialogue Cloud

Call history - Modern Display

The Call History view shows you previous contact moments you had with the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

 

Call History view

Show you previous contact moments you had with the UCC.

 

  • Incoming = Conversations you received from the UCC or inbound intercepted

  • Outgoing = Conversations you did with the DCI or outbound intercepted

  • Missed = Missed Conversations you received from the UCC or inbound intercepted