Checking Message History in OctopusCX Agent

Start by navigating to History by: 

• Selecting Agent from the application switcher

• Navigate to History on the navigation panel to the left

Open

Open

You should see a page similar to the one below:

To view all message history, click on a contact and a new window should appear displaying the contact's messages. Information about the chat will also be displayed on the left-hand side of the window. 

Filter Options

Filtering to find a specific chat can be done by searching a Number, Contact, or Message or by using the available filter options. The filter options available are: 

• From and To Date

• Queues

• Direction

• Tag

• Status

• Exclude by Message or Specific Word

Once you have entered the filter options, you can then hit search and a list of new results should appear below.

Open

To filter by queue, simply select the queue you wish to filter to from the dropdown.

Once you have selected a queue, you can then hit search and a list of results in the queue should appear below.