The History tab lets you review your past conversations, finish any outstanding after-call work, and open the details of a conversation you have already handled.
The History List
Open Sessions > Historical to see your most recent conversations, newest first. Each entry shows its outcome:
- the direction (inbound, outbound, or call on behalf), …
- the modality, …
- the service that was contacted and …
- the date and time.
A colored status indicator informs about the session outcome:
| Color | Outcome |
|---|---|
| #F2FAF1 | Accepted or successfully transferred |
| #FCF6F6 | Actively declined by the Agent / Target |
| #FCF6F3 | Transfer failed / (Outbound Call) destination declined |
| #FEFEF5 | Returned to the queue, Agent didn't answer in time (→ RONA) |
| #F0F0F0 | Cancelled (aborted) by the customer |
💡Good to know
- Use the search bar at the top of the widget to filter the list to matching entries.
- Selecting a historical entry updates the top-row widgets to that conversation’s data — its result, connected time (for accepted or transferred calls), ring time (for declined, aborted, or RONA calls), and the service.
- For outbound conversations, the widgets show dial-out, ringing, and connected times, and the service the call was made on behalf of.
-
A conversation that still needs after-call work is marked with an info icon. Open it to complete your After-Call Work (ACW), by filling in Codes and Tags.
⮑ Once you finish, the conversation is marked as concluded and the icon disappears.
Historical Context Information
🔎 See: NimbusOne Conversation Context for details.
User Details and Parameters
- Live session parameters (e.g. user details from a user directory) are always retrieved live and not stored historically.
- Historical Caller and Context details for a concluded conversation are shown only if Store Conversation Context Data is enabled for the service in its Extensions Service Settings. If these settings were disabled, you may see only placeholders or no data anymore.
Context Tabs
-
Any Conversation Context (Browser Tabs) are part of the historical session.
☝However, note that if that context was changed in the Extensions Service Settings at a later date (e.g. to a different URL), the tabs opened may vary between historical sessions even if the same service was called.
Transcription and Summary
- Where Nimbus Companion is enabled, a previously transcribed conversation shows its full transcript.
- Where Summarization is enabled — a generated summary.
☝Note that these features will not work retroactively, so enabling Companion will only create transcripts and summaries of future sessions.