In the Archive view, you can search and filter cases that have already been handled in the Contact Center. Here you can, for example, retrieve closed cases, follow up on specific customer conversations, or review statistics from previous cases.

Overview

The archive collects all closed cases from the organization’s different channels. You can filter using several parameters to quickly find what you’re looking for, such as assignment status, channel, case status, agent, and date range.

This is especially useful for supervisors who need to follow up on how different cases have been handled or to analyze workload across various channels.

Filtering Options

In the left-hand menu of the Archive view, you’ll find several filters that make it easy to narrow down your search.

Assignment Status

Select whether you want to display:

• Assigned and Unassigned (default)
• Assigned – shows only cases that are linked to an agent
• Unassigned – shows cases that do not yet have a responsible agent

Channels

Filter cases based on the channel they came through. Examples:

• Web Chats
• Email Channels (e.g., Support or Finance)
• Phone Calls via Response Groups

This makes it easy to isolate cases related to a specific team or customer channel.

Case Status

Select cases to display based on their status:

• New
• Escalated
• Open
• Parked
• Pending
• Resolved
• Closed

The status gives a clear picture of where a case is in the workflow.

Agents

If you want to view cases handled by a specific agent, click Agents.

Here you can:

• Filter by one or more agents
• Select all agents at once
• Save your selection by clicking Save

This makes it easy to follow up on individual agent performance.

Date Range

Enter a start and end date to view cases created within a specific time period. Perfect if you want to analyze a particular week, month, or campaign period.

View Results

Once you’ve set your filters, click Search.

All matching cases will appear in the list on the right. You can then click a case to open it and view details, including message history, tags, and who handled the case.

To start over and remove all filters, click Reset at the bottom of the menu.