Interaction History

A common use of a grid is to show agents past interactions with the current customer, across channels. Typically this is done in conjunction with a transcript.

Here’s how you’d go about setting up the interaction history grid and transcript control, as well as the invisible message history grid, in the above screenshot.

Create the Interaction History Grid

Create a new grid called Interaction history that uses the INTERACTION_X_HISTORY view as its data source object.

This grid should be read-only (i.e. in the Grid Properties, set Allow editing of rows?, Allow deletion of rows?, and Allow addition of rows? to No).

Insert the Image Column

The first column in the grid shows an icon representing the type of interaction (voice call, web chat, Facebook chat, and so on).

To create this, insert a column with details as so:

Property	Value
Sequence number	5
Column type	Image
Config	([INTERACTION_1_HISTORY.LKTL_WLMTYPE]=='CHAT')?(([INTERACTION_1_HISTORY.LKTL_CHATTYPE]=='TWITTER')?((([INTERACTION_1_HISTORY.LKTL_ISPRIVATE]=='Y')?'../images/twitterIconPrivate.png':'../images/twitterIcon.png')):(([INTERACTION_1_HISTORY.LKTL_CHATTYPE]=='FACEBOOK')?((([INTERACTION_1_HISTORY.LKTL_ISPRIVATE]=='Y')?'../images/facebookMessengerIcon.png':'../images/facebookIcon.png')):'../images/webchatIcon.png')):(([INTERACTION_1_HISTORY.LKTL_WLMTYPE]=='EMAIL')?'../images/email.png':'../images/call.png') Note: If your universe’s INTERACTION_X table is called, say, INTERACTION_2, then replace the references to INTERACTION_1_HISTORY above with references to INTERACTION_2_HISTORY.
Width	20

Insert the Date Column

The second column in the grid shows the date and time of the interaction.

To create this, insert a column with details as so:

Property	Value
Field name	LKTL_LASTSAVED
Sequence number	10
Column title	Date
Column type	Date time
Width	80
Sort grid by this column?	Yes
Sort ascending?	No

Insert the Agent Column

The third column in the grid shows the name of the agent who handled the interaction.

To create this, insert a column with details as so:

Property	Value
Field name	LKTL_AGENTNAME
Sequence number	15
Column title	Agent
Column type	Text box
Width	80

Insert the Disposition Column

The last column in the grid shows the description of the completion code or chat disposition code that was used to end the interaction.

To create this, insert a column with details as so:

Property	Value
Field name	DISPOSITION
Sequence number	20
Column title	Disposition
Column type	Text box
Width	100

Create the Message History Grid

Create a new grid called Message history that uses the INTERACTION_X_message_HISTORY view as its data source object.

This grid should be read-only. You must set Auto-select first row? to Yes.

This grid won’t show at runtime. We’ll set it to invisible later, when adding it to a data entry control.

Insert the Date Column

Insert a column with details as so:

Property	Value
Field name	LKTL_TIME
Sequence number	1
Column title	Date
Column type	Date time
Width	100
Sort grid by this column?	Yes

Insert the Subject Column

Insert a column with details as so:

Property	Value
Field name	LKTL_SUBJECT
Sequence number	2
Column title	Subject
Column type	Text box
Width	200

Insert the Message Column

Insert a column with details as so:

Property	Value
Field name	LKTL_MESSAGE
Sequence number	4
Column title	Message
Column type	Text box
Width	0

Add the Grids and Transcript to a Data Entry Element

Last, add two grid controls and a transcript control to a data entry element.

Set the first grid control to show the interaction history grid.

Set the second grid control to show the message history grid. For Invisible?, select Yes.

Set the Table name property of the transcript control to the INTERACTION_X_MESSAGE_HISTORY view.