Currently any interactions over 3 months are considered "archived" and will not show up under the customer's interactions. This is incredibly misleading for agents who may not realize that this a known customer/issue. Unless an agent happens to remember the particular customer/issue from before, they will waste time researching an issue all over again.
Personally, I would want my team to see ALL interactions, regardless of time, but I assume that need would vary by business. It probably makes to the most sense just to offer that as a adjustable option where each business can decide which timeline is right for them.
CJ agrees: