The History features in Voyager Next provides agents with a summary of a customer's conversation and billing history from a variety of perspectives to support a wide variety of needs. There is flexibility to see all history for a verified customer, or to zoom in and see history for just one specific itinerary. This allows the agent to quickly research and get up to speed on the most applicable events. Streamlined views of all historical data enable the agent to see not only what has transpired, but also the full context to understand why so they can more efficiently and satisfactorily support the customer.
Once an account is verified, the History Index provides an overview of historical data for conversations and billing history. The Conversation tab provides the ability to see all chat conversations or SRs related to the verified customer in a list view that can be filtered by itinerary. Click a chat or SR to open a read-only view of the full conversation in a separate tab. The Billing tab allows agents to see all transactions associated with the customer. There are sort and filter options to quickly narrow the views according to the need.