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            Enhanced Timeline for the Contact Center

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            Enhanced Timeline for the Contact Center

            Enable contact center agents to view important information on a timeline. Contact Center’s Timeline is an interactive component that displays past engagements, discussion topics, and cases. Agents can set date ranges to view specific events, and create and update records.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud

            You can customize the timeline component to meet your company’s needs. Add new objects and fields or create an entirely new timeline.

            Note
            Note You can only have one timeline associated with the Contact Center.
            • Customize the Existing Timeline in the Contact Center
              You can configure objects to track in the Contact Center Activity Timeline. This timeline is an Account-based timeline with Case, Engagement Interaction, and Engagement Topic as related objects. To customize this timeline, deactivate it, add related objects, and then activate it again. You can also create a new timeline instead.

            See Also

             
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