Support History

the support history section provides agents with a comprehensive view of all cobrowsing sessions and leads assigned to them this enables agents to track, manage, and review past support interactions efficiently path cobrowsing console → support history features tabs available to agents in support history modified leads view sessions where changes or updates were made follow up leads contains leads not currently assigned due to agent capacity limits or offline status, which get auto assigned later or require follow up actions attended leads lists all leads where the agent actively handled the session lead management agents can view detailed lead information, such as customer details (name, mobile number) product category and language request date and time meeting details and status lead status (e g , converted, unattended) agent remarks and customer remarks agents can filter and search leads by various criteria including title, start date, end date, product category, language, and lead status lead transfer agents can transfer leads to other agents if required (depending on permissions) the transfer lead button activates a modal with a dropdown of agents matching lead categories and languages supervisors and admins can also view and modify these transfers additional agent specific features self assigned leads agents can see leads that they self assigned, with time tracked via the "self assign time" parameter lead status management agents can track lead statuses, including active, unattended, declined, and completed session details access view session audit trails, chat history, screenshots, and recordings linked to each lead requests in queue if enabled by the admin, agents get access to a requests in queue tab under active customers agents can self assign leads from this queue leads not picked within a configured auto archive timeout move to the follow up leads section reporting and analytics agents have view access to analytics related to average session duration waiting time metrics customer conversion rates repeat customer data limitations and notes lead transfer requires selecting one or more leads before activation auto assign and follow up features depend on admin toggles filtering by multiple product categories might restrict the agent dropdown if no eligible agents exist support history data visibility is scoped per agent’s assigned leads and role permissions