INArchivesThe view allows you to search and filter cases that have already been handled in Contact Center. For example, you can retrieve closed cases, follow up on specific customer conversations, or review statistics on previous cases.
Overview
The archive collects all closed cases across your organization's channels. You can filter on several different parameters to quickly find what you're looking for, such as assignment status, channel, case status, agent, and date range.
It is especially useful for supervisors who need to follow up on how different cases have been handled or to analyze load in different channels.
Filtering options
In the left menu in the Archive view, you will find several filters that make it easy to narrow down your search.
Assignment status
Choose whether you want to display:
- Assigned and Unassigned(standard)
- Assigned– only shows cases that are linked to an agent
- Unassigned– shows cases that have not yet been assigned to a responsible agent
Channels
Filter cases based on which channel they came in through. Example:
- Web chats
- Email channels (e.g. support or finance)
- Telephone calls via response groups
This makes it easy to isolate cases linked to a specific team or customer channel.
Case status
Choose to view cases based on their status:
- New
- Escalatet
- Open
- Parked
- Waiting
- Loosely
- Closed
The status provides a clear picture of where a case is in the flow.
Agents
If you want to see cases handled by a specific agent, clickAgents.
Here you can:
- Filter out one or more agents
- Select all agents at once
- Save the selection by clickingSave
This makes it easy to follow up on the work of individual agents.
Date range
Enter a start and end date to see cases created during a specific time period. Perfect if you want to analyze a specific week, month, or campaign period.
Show results
Once you have set your filters, clickSearch.
All matching cases will appear in the list on the right. You can then click on a case to open it and see details, including message history, tags, and who handled the case.
If you want to start over and remove all filters, clickResetat the bottom of the menu.