Using the Consumer History tab
The Consumer History tab in Zoom Contact Center provides agents with a comprehensive view of a customer’s past interactions across all channels, including voice, video, messaging, and email. To enable this feature, admins must turn on Consumer History in account preferences. Once enabled, agents can quickly access conversation summaries, full transcripts, and any captured variables or metadata associated with each engagement.
Requirements for using the Consumer History tab
- Pro, Business, or Education account
- Zoom Workplace desktop app for Windows or macOS: Global minimum version or higher
- Zoom Contact Center license
How to access the Consumer History tab
- Sign in to the Zoom Workplace desktop app.
- On the left vertical sidebar, click the Contact Center tab.
- Follow one of these options:
- In the right-side panel, click the Consumer History tab .
The information you see depends on the type of engagement. - (Optional) Hover over the left-side border, then click and drag to resize the panel.
Information and controls in the Consumer History tab
- Filter icon: Filter the customer history by channel:
- All channels
- Voice
- Video
- Messaging
- Email
- Switch to threaded view toggle: Enable to group related engagements into threads for easier review of ongoing or repeated interactions.
- Engagement entry details: Each history entry may include:
- Channel type (for example, CS Voice)
- Consumer name or identifier
- Date and time of the engagement
- Engagement duration
- Conversation Summary: A concise, AI-generated summary highlighting key points of the interaction, such as topics discussed or actions taken by the agent.
- Variables: Displays captured variables or metadata associated with the engagement.
- Full transcript: Opens the complete transcript of the interaction for detailed review (when available).