Conversation history

Conversation history refers to the record of past interactions between a customer and a customer service agent. This can include information such as the date and time of the conversation, the topics discussed, and any notes or follow-up actions taken by the agent. Conversation history can be useful for customer service agents as it allows them to reference previous interactions and better understand a customer's needs and concerns. It can also be used by supervisors and managers to evaluate the performance of agents and identify areas for improvement.