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Use the Conversation History Tab

Requirements: You need the appropriate licenses and rights to Display the Related Items View in order to see the Conversation History tab. The Conversation History tab appears inside the Related Items view. In addition, the Conversation History tab is blank unless your CIC administrator enables the Threaded Email feature in Interaction Administrator. If the Threaded Email feature is not enabled, email interactions may still appear in the Interactions tab if the administrator configures Interaction Tracker to log email interactions. Contact your CIC administrator if you have questions.

The Conversation History tab displays a list of email interactions associated with the currently active email interaction. Replies to an email interaction or the transfer of an email interaction are related to the original email interaction by means of a Conversation ID. These related interactions form a Conversation History. Only the agent who has picked up the interaction can view the Conversation History.

A Conversation History is not a record of the content of the email interactions. The email text is not preserved as part of this history. It provides a record of the contact between parties to the conversation, but not the details.

Note: No text of the conversation is preserved unless a separate application such as Interaction Recorder is used. Interaction Recorder is designed to manage the security risks inherent in preserving and managing access to communications.

(first column)	The first column indicates the importance set on the email interaction. blank: Normal importance exclamation point: high importance down arrow: low importance The Related Recording icon (red circle) appears for email interactions with an associated recording. For more information, see Play Back a Recorded Interaction.
To	For an email reply, this is the name of an Interaction Tracker Contact. If the name does not appear in the Tracker database, then the name of the external party (the sender of the original email message) appears. For an incoming or transferred email interaction, this is the name of the agent who picked up the interaction.
From	For an email reply, this is the name of the agent who sent the reply. For an incoming or transferred email interaction, this is the name of the Interaction Tracker Contact. If the name does not appear in the Tracker database, then the name of the external party (the sender of the original email message) appears.
Subject	This is the subject text of the original ACD-routed email interaction. When an agent replies, a Conversation ID is created and appended to the subject text. This same Conversation ID is appended to the subject text for all subsequent email interactions that are part of the same conversation or email thread.
Received	For an email reply, this is the date and time the agent sent the reply. For an incoming or transferred email interaction, this is the date and time the agent picked up the interaction.

To view a Conversation History:

An email interaction alerts on a queue.

Note: Conversation History is available only for a connected interaction. You cannot search for a completed and disconnected email interaction and display its Conversation History.

Pick up the interaction.

Result: The Conversation History tab displays a list of email interactions associated with the currently selected email interaction.