Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.

Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.

Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.

Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with follow-up activities.

A 7-day history would provide agents with a more practical timeframe for reviewing recent interactions without requiring administrators or supervisors to retrieve the information through other reporting mechanisms.

Requested Enhancement:
Provide an administrator-configurable option to define the number of days of call history available to agents, with 7 days as a minimum requested retention/viewing period.

For example:

1 day
3 days
7 days
14 days
30 days

Alternatively, provide a fixed 7-day agent call history window if configurable retention is not feasible.

Expected Behavior:
When an agent accesses Call History, they should be able to search and review calls made or received within the previous 7 days, subject to the applicable account and data-retention policies.

Business Impact:
The current limitation prevents agents from independently reviewing calls older than the available history window. Increasing the available history to 7 days would improve agent productivity and reduce the need for supervisor/admin assistance when reviewing recent customer interactions.

Priority/Justification:
A 7-day call history window is a common operational requirement for contact center agents and would provide customers with greater flexibility when reviewing recent customer interactions.